Sagar Gopale
Training & Quality Manager
Mumbai
Summary
To associate myself to an exciting, challenging and rewarding organization and to achieve the Organization’s Goals and become successful in every endeavor through Hard work, Sincerity and Continuous Learning.
Overview
9
9
years of professional experience
2
2
years of post-secondary education
1
1
Certification
1
1
Language
Work History
Manager - Training and Quality
Pace Setters Business Solution Pvt Ltd.
Mumbai
08.2020 - Current
- 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
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 from Trainer for New Hired Trainees
- Visit the NHT batches and take feedback & provide suggestions on proper deliverables on the training
- Preparing review deck for Monthly Business Reviews for clients and provide the visibility on the Activities for Training Team.
- Plan batches consulting with operations team & hiring team to ensure smooth delivery of the new hired 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
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
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
S.S.C. -
Mumbai University
MumbaiH.S.C. -
PUNE VIDYARTHI GRIHA'S VIDYA BHAWAN
Mumbai 04.2001 -
Bachelor of Computer Applications -
RAJIV GANDHI INSTITUTE OF MANAGEMENT AND TECHNOLOG
Mumbai 03.2014 - 03.2016
Skills
Hardworking, sincere and have passion to do something innovative
Believe in integrating personal goals with Company goals for gaining mutual benefits
Open to new thoughts and ideasBelieve in team spiritGood communication skills with all three languages (English/Hindi/Marathi) Good knowledge of Excel, Outlook & Word to maintain all types of reports
Personal Information
- Religion: Hindu
- Date of Birth: 09/14/94
- Gender: Male
- Nationality: Indian
- Marital Status: Unmarried
Disclaimer
The information and details given above are correct.
Certification
Lean Six Sigma Green Belt
Playing Cricket, Singing, Cooking
Love Playing Cricket, Singing & Cooking Food
Timeline
Lean Six Sigma Green Belt
01-2023
Manager - Training and Quality
Pace Setters Business Solution Pvt Ltd.
08.2020 - Current
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 Computer Applications -
RAJIV GANDHI INSTITUTE OF MANAGEMENT AND TECHNOLOG
03.2014 - 03.2016
H.S.C. -
PUNE VIDYARTHI GRIHA'S VIDYA BHAWAN
04.2001 -
S.S.C. -
Mumbai University