Hi, I’m
Parthasarthy R
TRAINING & QUALITY MANAGER
Chennai
Summary
A highly accomplished & result oriented professional with over 1 decade of rich & extensive experience in managing BPO sector operations. Successfully managed outbound and inbound process. Deft in reviewing MTR & quarterly report as well as collating all qualitative and quantitative information to send feed back to Business owners. Able to motivate and lead others in a team environment. Skilled in prioritizing tasks and workloads in order of importance. Track record of delivering results with deadlines. Rich experience in Training and development, customer service, Quality control, Operations Management, Process Management and Team Management. Excellent communication skills, both written and verbal. Deft in building rapport and trust quickly with everyone.
Overview
18
years of professional experience
2001
years of post-secondary education
1
Certification
3
Languages
Work History
TAURUS BPO service Ltd
Manager Training and Quality
10.2023 - Current
Job overview
- Client - Vi, TVS credit, One Assist
ISON experience service Ltd
Deputy Manager Training and Quality
03.2023 - 07.2023
Job overview
- Client - Bajaj Finserv Ltd
HRH Next
Assistant Manager Training and Quality
11.2021 - 01.2023
Job overview
- Client - VI
Calibehr solution LTD
L&D Trainer
12.2019 - 11.2021
Job overview
- Client - SBI Credit Cards
Rural Shores Business Pvt. Ltd.
Deputy Manager Operation Training and Quality
03.2016 - 05.2017
Job overview
- Client - Airtel
Assistant Manager; process - Inbound customer service
02.2011 - 03.2016
Hinduja Global Solutions Pvt. Ltd.
08.2006 - 03.2016
Job overview
- Client - Airtel
Team Leader and Trainer (Voice and non-voice)
06.2008 - 02.2011
Executive / Sr. Executive
08.2006 - 05.2008
Education
HMAS College
Degree from Bio Chemistry
Skills
Customer service operations management
Preferredsector
- Customer Service
- Sales
- Banking
Preferredlocation
south India
Professionalpreface
- Strategic Planning & Management
- Business Process Operations
- Quality Management
- Process Enhancement
- Training & Development
- Business Consultation
- Liaising & Coordination
- Client Relationship Management
- Team Management
Areasofexpertise - Businessskills
- Managing customer service operations inclusive of conceptualizing & implementing short / long term plans.
- Preparing the monthly Training Calendar and other business reports (MBR, QBR and daily reports)
- Assessing customer feedback, evaluating areas of improvements & providing critical feedback.
- Ensuring delivery of the process as per agreed SLAs and revenue targets.
- Working across operations, procurement and IT to formulate comprehensive strategy for enhancing efficiency.
- Monitoring team’s performance; maintaining statistics to ensure efficiency in process operations and meeting of individual & group targets.
- Working towards process improvement, identifying and implementing adequate measures to maximize customer satisfaction level.
- Managing teams with focus on excelling business targets & service delivery metrics.
- Conducting suitable training programs to enhance their operational efficiency leading to increased productivity.
- Conducted trainings for multiple LOBS like Inbound services desk - Prepaid, Postpaid, GPRS and VAS up sales of telecom process effectively.
- Managed multiple projects efficiently and ensured no SOP deviations.
Growthpath
- Assistant Manager; process - Inbound customer service, Airtel Prepaid, Guntur, 02/01/11, 03/31/16
- Team Leader and Trainer (Voice and non-voice), South GPRS process, Chennai, 06/01/08, 02/28/11
- Executive / Sr. Executive, Chennai, 08/01/06, 05/31/08
Noteworthyaccomplishments
- Six Sigma Black belt certified.
- Honoured with STAR certified ITES professional by OnTrac.
- Undergone completed Microsoft Project Management Training.
- Undergone completed Airtel LEAP Training.
- Recognised and appreciated for more than 10 times as Best AM.
Linguisticabilities
- English
- Tamil
- Telugu
Personal Information
Date of Birth: 09/21/79
Key Deliverables
Handling one inbound process (Airtel 121 AP Prepaid Process) and Two outbound process (BAYER Fertilizer and NSDC)., Thinking and acting strategically by having a long-term perspective on business, keeping in mind the company’s vision and key trends in the broader business environment., Championing change by demonstrating commitment to continuous learning and change, looking for innovative ways to accomplish objectives within the constraints of the system., Leading and developing by creating a high performance culture through coaching, motivating, leading by example and providing direction to others., Creating customer delight by developing, nurturing and leveraging relationships in order to work in collaboration with everyone and achieve a common goal., Achieving results by proactively setting high standards of excellence, making effective decisions and overcoming obstacles to achieve results., Managing cross function for smooth operation for customer support; and handle non voice GPRS process in team leader level., Conducting New Hire Training for Prepaid with a batch size of 20-25., Coaching, Mentoring and Training the NHIT team., Reviewing, evaluating and updating training contents according to new product updates., Coordinating with the other trainers as well as operations and Quality department to ensure the smooth flow of the training., Preparing TNI/TNA report and publishing it., Conducting fast track training to agents on different internal calling desks campaigns., Planning & executing the refresher training to on-floor associates., Call monitoring to check the performance of the associates after hitting the floor so that identified gaps., Holding responsibility of process training content updating and developing new presentations on latest Product updates., Preparing the monthly Training Calendar and other business reports (MBR, QBR and daily reports)., Coordinating with client for all Training related (content development, meetings and information flow)., To participate in all relevant client calls and take the learnings forward in training module development., Conducting New product launch training’s for on floor associates and new hire batches., Identifying and assessing future and current training needs through job analysis, career paths, annual performance appraisals and consultation with line managers., Drawing an overall or individualized training & development plan that addresses needs and expectations., Deploying a wide variety of training methods., Conducting effective induction and orientation sessions., Responsible for on-board new hires and assign TNI them to training sessions., Identifying future training needs and creating curriculum to facilitate that training., Reviewing and evaluating training and trainer performance., Evaluate process needs and plan training programs accordingly., Facilitate for classroom trainings, demonstrations, on-the-job training, meetings, conferences, and workshops., Evaluate trainer delivery skills and conducting teach back sessions., Manage the training team and to ensure they have the support needed to perform the necessary duties within the scope of their role., Ensure trainers are allocated to the division are properly utilized and focused on key measures to increase performance and productivity., Conduct Competency checks across all trainers & plan training initiatives across Organization., Plan departmental/functional training budgets., Driving Training & Development initiative in the Organization, proactively bridge skill gaps and result in enhanced Productivity., Employee Development initiatives for new hires in the organization & ensure maximize training effectiveness., To evaluate Training vendors, assess content & facility; modify to make it more relevant and cost effective., Liaise with Recruitment to specify training requirements and ensure the right profile based on training requirements is addressed., Devise course methods, media, and materials that are interactive and innovative in design and ensure regular updating., Evaluate progress of trainers ensuring that all achieve an acceptable level of performance according to standards set., Proactively coach, mentor and counsel by providing recognition and constructive feedback for all trainers., Actively participate in miscellaneous training projects and tasks as appropriate., Responsible for the development and performance outcomes of staff., Facilitate Training need analysis & help with development & delivery of training., Work closely with the trainers to create strong service and delivery mechanisms and reviews for the training department., Deepen domain and process understanding continuously to feed back into the Training Department., Acting as project manager to ensure learning activities are implemented according to plan., Report out Training effectiveness and performance across the organization., Partnering with other Department leaders to ensure an integrated and coordinated team approach in providing learning solutions., Partnering with the transition team for implementing training and customizing delivery for new projects., Allocate resources to key projects as it relates to learning design, measurement, and delivery., Turn in a monthly action plan against the goals formed at the start of the year & launch meetings to make sure all are apprised of program requirements., Manpower Planning., Evaluation of team performance and setting expectations., Ensuring that supervisory level is equipped with required knowledge., Efficacy mapping for the Refreshers, Quality Coaching & Feedbacks sessions., Facilitating & Participating in Client meetings, Con-Calls, Calibration sessions to download / to clear any., Understanding customer needs and requirements to develop effective quality control processes., Conducting regular audits & checks on the team and quality assurance., Maintaining schedule of daily routine; preparing MIS and other reports., Creating product calendar & brief relevant teams on new products and services., Examining data to identify areas for improvement in the quality system., Drafting quality assurance policies and procedures. Interpreting and executing QA standards., Devising sampling procedures and directions for recording & reporting quality data.
Certification
Six sigma Black belt
Timeline
Six sigma Black belt
05-2024
Manager Training and Quality
TAURUS BPO service Ltd
10.2023 - Current
Deputy Manager Training and Quality
ISON experience service Ltd
03.2023 - 07.2023
Assistant Manager Training and Quality
HRH Next
11.2021 - 01.2023
L&D Trainer
Calibehr solution LTD
12.2019 - 11.2021
Deputy Manager Operation Training and Quality
Rural Shores Business Pvt. Ltd.
03.2016 - 05.2017
Assistant Manager; process - Inbound customer service
02.2011 - 03.2016
Team Leader and Trainer (Voice and non-voice)
06.2008 - 02.2011
Hinduja Global Solutions Pvt. Ltd.
08.2006 - 03.2016
Executive / Sr. Executive
08.2006 - 05.2008
HMAS College
Degree from Bio Chemistry
01.2001
Similar Profiles
Shinu T MShinu T M
Assistant General Manager at Taurus BPOAssistant General Manager at Taurus BPO
Miguel RodriguezMiguel Rodriguez
Costumer Service Representative - Spanish Dep at Taurus BPO (Weinsure Group Insurance Agency)Costumer Service Representative - Spanish Dep at Taurus BPO (Weinsure Group Insurance Agency)
Senthil KumarSenthil Kumar
Sales Operations Manager at Taurus BPOSales Operations Manager at Taurus BPO