Rohit Kale

• Basis performance and people management skills was given an opportunity to manage a team of 12 FTE's since 1st January 2023 and working as an acting team leader till date.
• Improved communication skills among students through regular group projects and presentations.
• Supporting Qwiklabs issues via chat and email support and updates which is a learning platform from Google
• Managing the Learning Support Team to meet all the SLA's and tracking the KPI's for the team members
• Analysing ticket volume and allocate resources according to capacity availability and SLA targets
• Accountable for adhering to defined Service Level Agreements for key KPIs like Customer Satisfaction (CSAT), Customer Effort, Score and productivity
• Participate and present data to client (WBR, MBR, QBRs) and discuss trends, status and action plans to meet targets
• Point of contact for escalations and requirement change from the client
• Ensuring staffing and performance levels are correct to handle appropriate amounts of work volume
• Working closely with leads to decide the team roster, shifts and team allocation
• Coordinate with Team Leads and resources as needed to ensure on-time delivery
• Day to day communication with internal and external stakeholders on Operation status and changes
• Performance management of team: Define, track and monitor KRAs for team
• Hiring support- Proactively working with recruitment team to ensure right team is in place
• Working with Learning and development team to ensure right induction plan is in place
• Working with program management team on automation model for process improvement.
• Developed engaging curriculum for diverse learners, adapting materials to meet individual needs.

• Managed multiple OJT batches to help them gain the process knowledge and get certified to work on live floor.
• Organized and participated in extracurricular activities that fostered a sense of community and enriched the educational experience for students outside the classroom setting.
• Monitoring advisors' transactions daily basis while they complete the given targets (To avoid false/incorrect information shared)
• Working in live environment and auditing the transactions made by the advisors making sure they hold up to the Quality standard and no loss of revenue
• Part cross sell pilot project to increase commercial base for the skill set.

• SME Quality Analyst – Floor audits
• Maintaining the Quality of the transactions and adherence to High Quality Standard
• Monitoring transactions and conducting coaching sessions for the teams
• Conduct Refresher training on challenging/difficult transactions types
• Conducting Audits and data analysis for entire operations
• Was responsible to create new SOPs to process transactions by following flow
• Was first to achieve 100% quality compliance percentage for the queue
• Leading Quality calls with clients and Calibrations calls.
• Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.

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