Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Prasanna Kumar J

Bengaluru

Summary

I'm a dynamic Senior T&Q professional who has managed a team of 15 to drive the training and quality strategy for over 400 advisors. I started my career on the front lines as an advisor, fueled by a genuine passion for solving real-world problems. By stepping out of my comfort zone and leading new projects, I was rewarded with promotions based on my performance. I've consistently moved key KPIs such as CSAT, NPS, Conversion, and FCR in the right direction. My approach is simple: find a method and go "mad" with it until it drives positive change. I'm passionate about leveraging AI to boost efficiency and am ready to bring my strategic mindset to a new challenge in operations, strategy, or T&Q Functions.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Senior Training & Quality Specialist

PhonePe
03.2025 - Current
  • Managed a team of 15 vendor T&Q and third-party auditors to conduct advisor audits, generate insights, and create training needs analysis (TNA) reports, while tracking the efficacy of refresher sessions and ensuring the timely publication of monthly scorecards.
  • Developed a monthly audit planner with a specific sampling and bifurcation logic. I collaborated with the WFM team, and Freshdesk automation team to ensure the seamless daily assignment of audit samples to the QAs.
  • Leveraged quality insights generated by my team to influence training content, curriculum, and strategic decisions, directly improving key operations KPIs including CSAT, FCR, AHT, Conversion, and Retention.
  • Collaborated as a Subject Matter Expert (SME) with the process strategy team to design and refine customer experience processes. Provided critical input for developing bot flows and ticket assignment logic by identifying the correct Group, Type, Issue Type, and Sub-Issue to track customer concerns more effectively and improve the FRT.
  • Partnered with the strategy team to reduce CTT (Contact-to-Ticket per Transaction) by 50% (from 10% to 5%). This was achieved by using quality insights from ACPT, DSAT, and Journey Analysis audits to prevent unnecessary ticket creation.
  • Collaborated with cross-functional teams to ensure go-live readiness for new products and updates by creating SOP-based handbooks, developing and delivering TTT (Train the Trainer) sessions, governing advisor training workshops, and managing knowledge base updates and LMS rollouts to keep all partners calibrated.
  • Conducted Root Cause Analysis using 5-Why method to address process breakdowns, implementing both corrective and preventive actions.
  • Developed and updated quality monitoring forms with key notes for both voice and non-voice channels across multiple lines of business to track insights aligned with business needs.
  • Partnered with PhonePe's central onboarding team to complete POCs (Proof of Concepts) and onboard new tools, including an LMS, AI Auditing tool, and an AI Voice Bot.
  • Participated in the hiring of vendor and third-party Quality specialists, training and certifying them through TTQ (Train the Quality) sessions.

Senior Trainer

PhonePe
07.2024 - 02.2025
  • Developed and maintained training curriculum and content for all BFSI LOBs using the MECE (Mutually Exclusive, Collectively Exhaustive) principle, ensuring it was consistently updated with new information.
  • Established and scaled a vendor site, hiring T&Q (Training & Quality) and Operations SMEs and Team Leads. I personally trained the first batch for all BFSI products, scaling the team to over 300 employees in six months.
  • Governed vendor training initiatives, including new-hire training, nesting engagement, refresher training, and monthly assessments.
  • Collaborated with the quality team to create and update quality monitoring forms for both voice and non-voice channels, identifying areas where content, scripts, and rebuttals needed to be improved.
  • Participated in vendor trainer hiring, training them and certifying them through TTT (Train the Trainer) sessions.
  • Created and maintained SOPs for New hired training, refresher sessions, BQ training, content creation, knowledge management, and PKT (Product Knowledge Test) rollouts.
  • Voluntarily handled 30-50 customer calls monthly to gain insights into customer and advisor pain points, improving advisor efficiency and customer experience.

Training Specialist

PhonePe
06.2023 - 06.2024
  • Conducted new-hire training for PhonePe's BFSI project, achieving a consistently high First Pass Average over 80% and a throughput over 90%.
  • Identified training needs through a TNA and led refresher sessions to address recurring performance gaps, while also highlighting consistent outliers for performance management.
  • Managed knowledge and content, sharing process updates on the LMS, creating new knowledge base articles, and ensuring all training materials were current.
  • Developed training content and curriculum based on Adult Learning Theory and the ADDIE model, including assessments, scripts, and monthly PKTs (Product Knowledge Tests).
  • Maintained and updated a suite of training reports daily, weekly, and monthly, covering new hire batches, on-the-job training, nesting, and refresher training efficacy.

Advisor BFSI

PhonePe
11.2021 - 05.2023
  • Volunteered for the PhonePe’s BFSI project, consistently ranking in the top 3 out of 40 advisors for 10 consecutive months by exceeding KPIs such as Conversion, Retention, AHT, CSAT, Quality, and FCR.
  • Guided customers on PhonePe's platform to select the right life, general, and sachet insurance products based on their specific needs.
  • Developed a comparison framework for general insurance plans, network hospitals, and garages, enabling the team to quickly identify and recommend the best options to customers.
  • Spearheaded a consultative selling project that doubled conversion rates by focusing on in-depth customer needs analysis, leading to its adoption across the entire department.
  • Managed the complete post-issuance process, including policy renewals, modifications, and claims settlements.
  • Assisted customers in completing consumer loan applications and navigating mutual fund transactions.

Learning Consultant

Great Learning
06.2020 - 11.2020
  • Guided over 900 working professionals with 3-5 years of experience through career counseling, helping them identify upskilling needs and growth opportunities.
  • Managed the complete sales lifecycle for educational programs, from lead engagement to enrollment, resulting in over $1.5 CR in revenue within a six-month period.

Education

BBA - Tourism & Marketing

Christ University
Bengaluru, India
07-2020

Skills

  • Instructional Design Fundamental (ADDIE)
  • Design thinking
  • Stakeholder collaboration
  • Adult learning theory
  • Facilitation
  • Coaching and Feedback Delivery
  • Kirkpatrick model and 360 feedback evaluation
  • Understanding of Quality Framework (Six Sigma)
  • MS office
  • Multimedia Authoring (Vyond, Videoscribe)
  • Documentation control
  • Customer satisfaction

Certification

  • Certification in Instructional Design
  • AIGPE Lean Six Sigma Green Belt certification
  • IRDAI certification
  • NISM V-A & V-B certification
  • Applying Generative AI in work Place

Timeline

Senior Training & Quality Specialist

PhonePe
03.2025 - Current

Senior Trainer

PhonePe
07.2024 - 02.2025

Training Specialist

PhonePe
06.2023 - 06.2024

Advisor BFSI

PhonePe
11.2021 - 05.2023

Learning Consultant

Great Learning
06.2020 - 11.2020

BBA - Tourism & Marketing

Christ University

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