ROSHNI SENGUPTA
Training And Quality Lead
KOLKATA,WB
Summary
5+ years of experience in designing and delivering impactful training programs to enhance employee performance and organizational effectiveness. Skilled in preparing BRD and developing and maintaining Excel-based reporting templates to track onboarding effectiveness, analyze performance metrics, and drive continuous improvement initiatives. Developing dashboards (ppt) with meaningful metric to enable managerial decision makings. Experienced in vendor and stakeholder management.
Overview
3
3
Languages
7
7
years of professional experience
Work History
Lead Quality and Training
Concentrix Daksh Services India Pvt Ltd
12.2024 - Current
- Leading end-to-end training and quality initiatives to enhance agent performance, compliance, and customer experience
- Conducting TNI/TNA and implemented targeted refresher and upskilling programs based on performance gaps
- Implemented an enterprise-wide automated reporting tool using advanced Excel and metrics to track onboarding effectiveness, identify outliers, and drive data driven corrective actions; additionally developed leadership dashboards (PPT) to monitor trends in onboarding efficiency and training improvements, enabling optimization.
- Managing quality audits, calibration, and structured coaching to drive continuous improvement Collaborating closely with operations and leadership to align learning strategies with business objectives and key performance metrics
Training Specialist
StarTek
10.2024 - 12.2024
- Designed new-hire training sessions aligned with client requirements and Startek service standards.
- Facilitated classroom and virtual learning for onboarding, product knowledge, and process updates.
- Coached agents on performance gaps using quality feedback and side-by-side support.
- Updated training materials, job aids, and SOPs to reflect process changes accurately.
Process Trainer
Tech Mahindra BPS Private Limited
01.2023 - 10.2024
- Designed and delivered targeted training programs to enhance employee performance, productivity, and role readiness
- Maintained dashboard to track interactions and effectiveness of new hires
- Supported new hires in onboarding and cultural alignment
- Conducted TNI/TNA-based refreshers
CSA
Tech Mahindra BPS Private Limited
05.2021 - 01.2023
- Delivered efficient customer support with a strong focus on first-call resolution and customer satisfaction
- Communicated clearly and empathetically while maintaining accurate case documentation
Sales Executive
First Page Pvt Ltd
02.2020 - 03.2021
- Identified and promoted relevant products or services to meet customer needs and drive additional revenue
Education
Masters of Business Administration -
Amity University
01-2027
Bachelors of Business Administration - undefined
Utkal University
01-2019
Skills
- PPT Presentations
- MS Excel
- Data Analysis and Reporting
- Process Improvement
- Training
Accomplishments
- Agent Performance Boost
- Increased agent performance by 20% through targeted training programs.
- Enterprise Level Collaboration and Reporting
- Collaborated across teams and implemented an enterprise-wide automated Excel reporting tool to track onboarding effectiveness, identify outliers, and enable data-driven corrective actions, improving workforce productivity and adherence. Useful in analyzing wrongful hiring
- Meaningful Dashboard for Leadership
- Developed PPT and PBI dashboards for leadership to monitor onboarding efficiency trends and training improvements, enabling continuous optimization of training programs.
- Helps in monitoring new hires performance KPIs (like engagement, utilization, incentives, net work days etc)
- Also introduced a slide on semesterly hiring vs attrition rate to help in managerial decision making
- Overall Process Improvement
- Quality score enhancement by 95%
- Improved new hire readiness with curated onboarding plans
- Support resolution time reduction
Timeline
Lead Quality and Training
Concentrix Daksh Services India Pvt Ltd
12.2024 - Current
Training Specialist
StarTek
10.2024 - 12.2024
Process Trainer
Tech Mahindra BPS Private Limited
01.2023 - 10.2024
CSA
Tech Mahindra BPS Private Limited
05.2021 - 01.2023
Sales Executive
First Page Pvt Ltd
02.2020 - 03.2021
Bachelors of Business Administration - undefined
Utkal University
Masters of Business Administration -
Amity University