Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Sagar Gopale

Mumbai

Summary

Dynamic training and quality manager with a proven track record at Shriram Value Services, enhancing employee performance through innovative training programs and rigorous quality assurance. Skilled in data analysis and effective leadership, I successfully improved customer satisfaction ratings and operational efficiency, fostering a culture of continuous improvement across diverse financial products.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Manager - Training and Quality

Shriram Value Services
Mumbai
03.2024 - Current
  • Led a cross-functional team comprising Assistant Managers (AMs), Quality Team Leads (QTLs), and over 20 trainers and quality analysts, overseeing diverse financial products, including insurance, lending, fixed deposits (FDs), and mutual funds.
  • Oversaw multiple verticals, including Collections, Customer Service, and Cross-Selling, while collaborating closely with business teams to drive performance and achieve targeted outcomes.
  • Enhanced employee performance by developing and implementing comprehensive training programs.
  • Evaluated training program effectiveness using metrics such as learner feedback, knowledge assessments, and skill application tests.
  • Leveraged advanced e-learning platforms to deliver engaging content that catered to diverse learning styles.
  • Created customized learning plans tailored to individual employees' needs, boosting overall skill levels within the organization.
  • Increased customer satisfaction ratings by implementing rigorous quality assurance measures across all departments.
  • Achieved operational excellence by consistently monitoring and improving quality processes.
  • Enhanced collection efficiency across TW, Home Loan, PL, and BL segments through the implementation of tailored strategies and data-driven inputs, achieved by analyzing various data metrics.
  • Mentored junior staff members through one-on-one coaching, goal-setting exercises, and career development planning sessions.
  • Improved employee retention rates by fostering a supportive learning environment that encouraged personal growth and development.
  • Established a culture of continuous improvement through regular feedback sessions and performance evaluations.
  • Improved customer satisfaction rates by providing regular updates to operations on SLA achievement, CSAT improvement, AHT management, and quality resolutions through diverse, data-driven inputs.
  • In addition to customer service, the team was encouraged to promote upselling and cross-selling of various products, such as FDs, insurance, and FIP, to generate additional business through existing channels.
  • Conducted gap analyses to determine areas for improvement in both individual performances and overall team efficiency.
  • Developed strong relationships with external vendors to source relevant training materials.
  • Streamlined onboarding procedures for new hires, resulting in reduced training time, and increased productivity.
  • Monitored and evaluated training performance to determine quality and cohesiveness.

Manager - Training and Quality

Pace Setters Business Solution Pvt Ltd.
Mumbai, India
08.2020 - 02.2024
  • Managed the Team of 6 Trainers, 20 QA's & 3 Assistant Managers across different locations ( Mumbai, Ahmedabad, Kolkata, Chennai & Delhi)
  • Managed Multiple Process such as Non Banking, Banking, Insurance, Sales, Collections Etc.
  • Conducted orientation sessions and organized on-the-job training for new hires.
  • Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
  • Trained new hire supervisors (Trainers & QA's) to perform cross-training exercises with experienced workers.
  • Organized and edited training manuals, multimedia visual aids, and other educational materials.
  • Developed and implemented comprehensive training program to increase employee productivity and morale.
  • Monitored and evaluated training performance to determine quality and cohesiveness.
  • Conducted research and analysis of learning needs of employees to develop targeted training programs.
  • Designed SOP's to ensure the T&Q function is functioned smoothly with set goals
  • Prepared review decks for Monthly/ Weekly Business Reviews with clients to get visibility on the T&Q Function.
  • Designed Multiple Input Metrics through CRM or Knowledge Portal to ensure agents are well equipped with data to handle customer effectively
  • Review Quality Parameters & improvised them basis the needs of the clients & process requirement
  • Maintain Checklist for team to ensure all deliverables are adhered.
  • Maintained Score Cards for the TL's & Assistant Managers to review the Tasks Assigned & Score on the achievements
  • Performed root cause analysis to identify and resolve quality issues and defects.
  • Investigated customer complaints and performed corrective actions to resolve quality issues.
  • Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction.
  • Trained new hires to perform cross-training exercises with experienced workers

Assistant Manager in Training

Eureka Outsourcing Solutions Pvt. Ltd.
Mumbai, India
04.2019 - 07.2020
  • Managed multiple process such as Banking, Non Banking, Retail, Demat ,Insurance etc.
  • Managed Inbound & Outbound as well as Sales & Customer Service.
  • Manage the team of 8 - 9 Trainers and guiding them in the achieving their BAU Tasks of NHT hand holding
  • Get trackers maintained by the trainer for new hire trainees.
  • Visit the NHT batches, take feedback, and provide suggestions on proper deliverables for the training.
  • Preparing the review deck for Monthly Business Reviews for clients and providing visibility on the activities for the Training Team.
  • Plan batches, consulting with the operations team and hiring team, to ensure the smooth delivery of the new hires happens during the requirement.
  • Plan projects discussing with the stakeholders for improvement in business performance by adding values and conducting various coaching sessions
  • Manage the OJT batches via trainer and ensure the deliverables are met during the OJT Period
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Established team priorities, maintained schedules and monitored performance.

Team Lead-Quality Analyst

Pace Setters Business Solution PVT. LTD.
Mumbai, India
04.2016 - 04.2019
  • To audit the number of calls target given by the client on a daily basis
  • Record feedback and to let the CSE's known about their areas of improvements
  • Bring in necessary changes to the process and constant updating of call center core process
  • Solving queries of the agents to make them more productive
  • Call calibration with operation team as well as with clients to get better ideas and to keep everyone on a same page
  • Motivating CSE's by sharing motivational thoughts and videos
  • Categorization of the agents in provided format by the clients to conduct monthly refreshers
  • Reverts on the Escalations and try to control them
  • To check if the CSE has used the right telephone etiquette's, and followed appropriate hold procedures and has a given a proper resolution for the customer’s request
  • Also to sharing the Quality Dashboards with the clients on weekly basis
  • Appreciation of top performers and provide goodies to the performer
  • Check the Convincing Skills of the CSE to get the required collections
  • Groom CSE on many points such as Performance, Effective Interaction, Floor Behavior etc.
  • Directed and supervised team of 4 QA's engaged in Training and Quality development.

Trainer

Pace Setters Business Solution PVT. LTD.
Mumbai, India
08.2015 - 04.2016
  • To train the OJT & On Floor CSE’s as per the process requirements
  • Share the updates to the CSE’s if any
  • Take mock sessions of the CSE’s before certifications
  • Interacting with clients related the process and share inputs for process improvement
  • Do certifications of new CSE’s before hitting the floor
  • Handle the escalations and revert on them if any
  • Preparing Training tracker and LCA reports and share with clients on daily basis
  • Conducting bottom quartile (BQ) refreshers for the BQ CSE's also to check efficacy of them
  • Conduct the monthly PKQ’s & PKT’s of Floor CSE's and to share results with the clients
  • Also auditing calls of OJT CSE's to check the performance
  • To check the C-sat and NPS scores of the CSE's and keep track of them.

Tele Caller

Pace Setters Business Solution PVT. LTD.
Mumbai
02.2015 - 08.2015
  • To call customers and retain them in Vodafone from porting to other networks
  • Solving their issues and concerns and provide proper solutions to them
  • Capture VOC of customers to improve Customer Service
  • Explain customers new benefits and services provided by Vodafone.
  • Answered questions about company offerings with knowledgeable responses about products and services.

Education

Bachelor of Science - Information Technology

RAJIV GANDHI INSTITUTE OF MANAGEMENT AND TECHNOLOG
Mumbai
03-2016

H.S.C. - Science

PUNE VIDYARTHI GRIHA'S VIDYA BHAWAN
Mumbai
03-2012

S.S.C. - Science

Mumbai University
Mumbai
03-2010

Skills

  • Employee training
  • Quality assurance
  • Performance evaluation
  • Data analysis
  • Customer relationship management
  • Cross-functional collaboration
  • Process improvement
  • Problem solving
  • Strategic planning
  • Team building
  • Time management
  • Effective leadership
  • Stakeholder management
  • Performance metrics
  • Process evaluation and enhancement

Certification

  • Lean Six Sigma Green Belt - Jan 2023

Timeline

Manager - Training and Quality

Shriram Value Services
03.2024 - Current

Manager - Training and Quality

Pace Setters Business Solution Pvt Ltd.
08.2020 - 02.2024

Assistant Manager in Training

Eureka Outsourcing Solutions Pvt. Ltd.
04.2019 - 07.2020

Team Lead-Quality Analyst

Pace Setters Business Solution PVT. LTD.
04.2016 - 04.2019

Trainer

Pace Setters Business Solution PVT. LTD.
08.2015 - 04.2016

Tele Caller

Pace Setters Business Solution PVT. LTD.
02.2015 - 08.2015

Bachelor of Science - Information Technology

RAJIV GANDHI INSTITUTE OF MANAGEMENT AND TECHNOLOG

H.S.C. - Science

PUNE VIDYARTHI GRIHA'S VIDYA BHAWAN

S.S.C. - Science

Mumbai University

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