REGINA M DSOUZA

Lead and manage the entire Training & Quality function across multiple cities in a high-growth startup ecosystem.

Function Building & Ownership

Built and currently lead the end-to-end Training & Quality department.

Designed structured onboarding and certification frameworks for different expert/service categories.

Standardized training centre layouts, infrastructure planning, and operational readiness models across cities.

Created structured training sets aligned with service categories and operational KPIs.

Budget & Operational Governance

Own departmental budgeting including cost control, consumables management, asset tracking, and ROI monitoring.

Evaluate cost-efficiency of training programs while maintaining delivery quality.

Liaise closely with Admin and Finance for budget approvals, asset allocation, and procurement planning.

LMS & Content Development

Designed and implemented LMS architecture including content structure, digital learning modules, certification pathways, and reporting dashboards.

Developed facilitator guides, SOP-based modules, behavioral training content, quality frameworks, and assessment tools.

Built structured Train-the-Trainer (TTT) certification systems.

Quality & CX Impact

Conduct RCA on customer complaints and partner complaints to redesign training modules and prevent recurrence.

Implement quality calibration frameworks to improve service consistency.

Drive initiatives focused on improving customer ratings and reducing escalations.

Coordinate with CX and Ground Operations to align service delivery expectations.

Startup Scaling & Expansion

Supported city launches in collaboration with City Heads including trainer hiring, onboarding, TTTs, and operational ramp-up.

Built scalable training models to support rapid multi-city expansion.

Coordinated with Sourcing and Operations teams to ensure supply readiness during ramp-ups.

Business Impact

Scaled operations from 1 city to 9 cities during high-growth expansion.

Built and led a team of 82 members including 5 City Leads and 18 Lead Trainers; overall team has trained 30,000+ partners.

Personally contributed to training and governance impacting 10,000+ partners across cities.

Improved customer ratings from 4.4 to 4.6 through structured behavioral, service excellence, and quality calibration interventions.

Currently driving a structured roadmap to elevate ratings to 4.8 across all cities.

Fresh partners achieve average ratings of 4.6 post onboarding; mature partners maintain 4.7 through continuous quality reinforcement.

Implemented structured performance tracker model (0-30-60-90 days) to monitor partner progression, retention, and quality stabilization.

Reduced repeat complaints through RCA-driven curriculum redesign and escalation alignment with CX.

Built standardized onboarding model improving readiness and speed to deployment.

Established governance and reporting structure for training performance tracking across cities.

Led cost optimization initiative for Training Centres (TCs), reducing average setup cost per centre from ₹2 lakhs to ₹1 lakh through RCA, vendor renegotiation, and infrastructure redesign.

Liaised with Admin team to identify and onboard cost-effective vendors without compromising training quality.

Finalized standardized training centre design and infrastructure blueprint to ensure scalability, cost control, and operational efficiency across cities.

• Fostered strong and positive relationships with all company leaders to promote a culture of continuous learning.
• Collaborated with leaders to identify and prioritize training initiatives, leading the development of the company's Learning and Development strategy.
• Implemented and supervised the execution of the learning and development strategy.
• Established effective relationships with stakeholders and vendor partners to facilitate the delivery of learning solutions.
• Served as the main point of contact for all learning and development projects.
• Evaluated training programs' effectiveness and implemented improvements for better results.
• Assessed both qualitative and quantitative outcomes of L&D programs.
• Worked with Talent Management to ensure recruitment aligned with the organization's required skill sets.
• Oversaw 40 batches comprising around 500 new employees.
• Conducted leadership training for 20 managers, integrating coaching and feedback for leadership development and succession planning.
• Tasked with narrowing knowledge and behavioral gaps by conducting weekly training sessions for new hires.
• Developing modules covering soft skills, behavior, and functional aspects to enhance customer interaction outcomes.
• Aiding in the creation and design of competency mapping for skill improvement.
• Collaborating with the HRBP Team to organize employee engagement activities such as Fun Friday, RNR, and Quarterly Townhalls.
• Implementing a project focusing on fostering a 'Growth Mindset' to help employees address and overcome any existing gaps, setting SMART goals for the short and long term.
• Providing training for interview panelists (HR & Ops) to ensure consistent and effective hiring practices.
• Introducing an interview grid to guide panelists during interviews.
• Launching a new initiative to acknowledge efforts aimed at enhancing employee NPS and ESAT.
• Improving ENPS through data analysis and individual feedback sessions.

• Managed and conducted over 200 batches, with approximately 3000 or more new joiners.
• Managed and trained over 1000 employees on behavioral skills.
• Provided behavioral training for various businesses and clients.
• Utilized the G.R.O.W model for coaching, mentoring, and training.
• Reported weekly, monthly, and quarterly to senior management.
• Developed training modules using the A.D.D.I.E model.
• Ensured adherence to quality and process parameters.
• Conducted webinars on various online platforms.
• Participated in process improvement projects implementing industry best practices.
• Acted as the point of contact for handling the LMS (Saba Cloud) for South and West regions.
• Responsible for coaching TLs and Assistant Managers on Emotional Intelligence and Building Trust and People Management Skills.
• Scheduled and monitored monthly sessions' execution.
• Led a team of 10 product trainers and 3 language & soft skills trainers.
• Tracked attrition and devised plans to enhance speed to proficiency.
• Supported a 600-strong operational team working on multiple processes.
• Managed business ramp-up from 0 to 600 headcounts.
• Designed processes and defined CTQ (Critical to Quality) and CTP (Critical to Process) aspects.
• Led TNI, TNA, and report management for aligned businesses.
• Spearheaded BQM and CSAT improvement projects.
• Governed NHT batches to reduce attrition and maximize throughput.
• Trained and coached trainers for skills enhancement.
• Managed trainers' life cycle and led the appraisal process.
• Curated content tailored to specific business requirements.
• Led Train the Trainer (TTT) programs and certified trainers on multiple modules.
• Led MBRs and QBRs as a training stakeholder.
• Managed stakeholder and client relationships.
• Oversaw training calendar and budget management.
• Fantastic 4 Project: Enhance KRA - CSA, Quality, Repeat, and TAT
• WOW Call Initiative: Conduct daily random audits and quality team assessments. The best call of the day receives a reward.
• Involving QAs in NHT certification to ensure quality.
• Provided training for interview panelists to ensure alignment in hiring suitable candidates.
• Developed an interview grid to assist the panelists.
• Transitioned the Etisalat Process to Mohali.

• Performing Training Needs Analysis (TNA) to pinpoint deficiencies
• Providing gap training aligned with TNA findings (behavioral, language, or soft skills)
• Delivering Behavioral Training as per client specifications
• Addressing Language and Soft Skills based on client needs
• Conducting sessions on Voice and Accent (Global, RP, and American), Grammar, Soft Skills, and Email Etiquette
• Curating content and customizing it to suit business requirements
• Managing relationships with stakeholders and clients
• BQ (Behavioral Quotient) Management - Coaching and offering feedback to enhance performance

• Performing Training Needs Analysis (TNA) to pinpoint gaps
• Delivering gap training sessions based on TNA results (covering behavioral, language, or soft skills)
• Providing Behavioral Training as per client specifications
• Addressing Language and Soft Skills based on client needs
• Conducting sessions on Voice and Accent (Global, RP, and American), Grammar, Soft Skills, and Email Etiquette
• Curating content and customizing it to meet business requirements
• Managing relationships with stakeholders and clients
• Managing BQ (Behavioral Quotient) by offering coaching and feedback to boost performance
• Creating content, PowerPoint presentations, worksheets, facilitators guides, and trainee workbooks for various client modules

• Performing Training Needs Analysis (TNA) to pinpoint gaps
• Providing gap training tailored to TNA results (behavioral, language, or soft skills)
• Hosting sessions on Voice and Accent (Global, RP, and American), Grammar, Soft Skills, Email Etiquette
• Managing BQ (Behavioral Quotient) with coaching and feedback for performance enhancement
• Creating content, PowerPoint presentations, worksheets, facilitators' guides, and trainee workbooks for various client modules