Ritu Raman
Lead Quality and Training
New Delhi
Summary
I lead comprehensive training and development initiatives, collaborating with managers to identify needs and create plans for teams and individuals. My role involves overseeing the design, development, coordination, and implementation of all training programs, with a focus on delivering effective soft skills training. I evaluate and improve training plans for optimal effectiveness. Additionally, I manage end-to-end training for recruiters and premium client entrepreneurs. With a background in customer service and team management, I work collaboratively to ensure client satisfaction. As a team manager, I oversee 5-7 individuals, ensuring they meet performance targets and providing regular feedback. Committed to continuous personal and professional development, I seek innovative strategies for process enhancement and success.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
Work History
Lead Quality and Training
Delta Tech Gaming
04.2021 - Current
- Lead and manage team of trainers, providing guidance, coaching, and support to maximise their performance and productivity.
- Conduct effective training using different methodologies and digital platforms.
- Utilize variety of training methodologies, techniques, concepts, learning tools, and practices to ensure maximum effectiveness of training programs.
- Partner with SMEs and Operations Managers to understand role requirements, creating competency matrices and tools (e.g., formal training, process guides) for daily support.
- Auditing chats, Inbound and outbound calls, Emails, social platform interactions to check whether customer relationship executives are providing right information and resolution to customer to meet customer satisfaction.
- Giving feedback to executive within 24 hours of auditing interactions. Checking process knowledge of CREs by doing DIP checks on weekly basis.
- Making reports like TNI (Training needs Identification), DIP check report, Escalations report, Bucket movement, and Payments report, Working on different analyses based on process requirement.
- Calibrations on interactions of different LOBs. Advice and guidance to employees on issues such as spam and unwanted or malicious mail.
- Conduct detailed analysis of incidents and create reports and dashboards.
- Handling incidents escalated by L1 team. Monitoring for attacks and unusual, unauthorized activity.
Senior Trainer and QA
Blinkit
06.2021 - 04.2022
- Evaluate performance quality of associates.
- Providing coaching and constructive feedback to employees based on monitored interactions.
- Conducts call monitoring, analyzes trend data, and delivers constructive feedback to Call Center CSAs and Team Leaders.
- Lead efforts to enhance agent performance in FCR/CSAT and other key business metrics, including AHT.
- Responsible for communicating with managers to identify training needs and mapping out development plans for teams and individuals.
- Work with Customer Support team to assess training needs and design training programs as per clients requirements.
- Conduct online training sessions using tools such as WebEx, zoom, etc.
- Responsible for managing, designing, developing, coordinating, and conducting all training programs.
Quality Analyst
Akash Edu Tech
12.2020 - 06.2021
- Implement relevant measures to achieve desired level of Customer Satisfaction.
- Monitor Call Quality & Analyze training gaps required for Customer Satisfaction.
- To ensure that our call center agents are interacting with customers in accordance with company's set guidelines and are serving in best interest of business.
- Monitor calls to measure performance and facilitate business strategic objectives to improve overall Business performance.
- Work on continuous process of evaluating and identifying key behavior that drives sale and improves customer experiences
Quality Analyst
Teleperformance
07.2016 - 12.2020
- Enabling agents to perform up to company's satisfaction by auditing their calls.
- Analyzing sales calls and giving feedback to deliver only best results.
- Guiding NHT (New Hired Trainees) batches regarding Product and Process. Quality session for NHT (New Hired Trainees)
Education
BA Hindi Hons - Language
Kalindi College, University of Delhi
New Delhi 01.2013 - 01.2016
Skills
Team management
Timeline
Senior Trainer and QA
Blinkit
06.2021 - 04.2022
Lead Quality and Training
Delta Tech Gaming
04.2021 - Current
Quality Analyst
Akash Edu Tech
12.2020 - 06.2021
Quality Analyst
Teleperformance
07.2016 - 12.2020
BA Hindi Hons - Language
Kalindi College, University of Delhi
01.2013 - 01.2016
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