Srijana Subba
Mumbai
Summary
With a robust background at Teleperformance Private Limited, I excel in enhancing training programs and optimizing staff development strategies. Leveraging skills in process evaluation and leadership training, I've significantly improved training outcomes and employee engagement. My strategic approach and effective communication have consistently driven organizational success.
Overview
19
19
years of professional experience
Work History
Voice and Accent Training Manager
Teleperformance Private Limited
Mumbai
04.2024 - Current
- Approved new training techniques and suggested enhancements to optimize existing training programs.
- Analyzed training needs to develop new programs or modify and improve existing.
- Consulted with senior leaders to develop and execute strategy and provide regular updates.
- Collaborated with management to align on strategy and communication of content.
- Maintained records of employee participation in all training activities.
- Managed training calendar for entire fiscal year, including setting course plans, training spaces and department rotations.
- Conducted needs assessments using variety of methods to identify and prioritize developmental needs.
- Created testing and evaluation procedures to assess performance before, during and after training sessions.
- Scheduled meetings with stakeholders to discuss future learning needs.
- Maintained comprehensive database to track training, certifications and qualifications.
Voice and Accent Assistant Manager
Teleperformance Private Limited
Mumbai
07.2018 - 03.2024
- Delegated tasks to appropriate staff members, and monitored performance.
- Supported senior managers with day-to-day operational requirements.
- Coordinated employee schedules to provide adequate staff coverage.
- Manage yield for all batches in Core Training, with regular interaction with internal and external stakeholders.
- Deploy actions to support operations and other functions to meet their client KPIs.
- Monitored the performance of employee teams and actions via regular performance evaluations.
- Ensured compliance with safety regulations and company policies.
- Assisted with developing new company policies, procedures, and standards.
OJT Team Leader
Teleperformance Private Limited
Mumbai
04.2017 - 06.2018
- Managing batch performance in on-the-job training.
- Managed team recordkeeping and tracked daily productivity.
- Maintained a consistent and fair environment for team members, with equitable rule enforcement.
- Organized schedules and daily assignments for the team.
- Maintained open lines of communication with senior management, reporting team progress and challenges.
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
- Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
- Identified needs of customers promptly and efficiently.
- Completed daily quality assurance duties to provide feedback for improvements.
Quality Team Leader
Teleperformance Private Limited
Mumbai
05.2015 - 05.2017
- Communicated important information to various stakeholders, and gave directions when appropriate.
- Facilitated investigations into customer complaints and recommended responses containing root cause determinations and issue resolutions.
- Led and coordinated activities of quality control inspection department, verifying operational compliance with quality processes and procedures.
- Performed root cause analyses and quality trends with clear, detailed reports.
- Collaborated with other departments on cross-functional teams focused on improving overall product quality.
- Performed internal audits to verify conformance with established procedures and regulations.
- Evaluated new technologies that could be used to improve current processes or develop new ones.
- Kept records of quality reports and statistical reviews.
Customer Service Specialist
Teleperformance Private Limited
Mumbai
07.2012 - 04.2015
- Interact with customers to answer their account-related inquiries and requests.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Quality Analyst
Firstsource Solutions Limited
Mumbai
08.2007 - 12.2010
- Monitor calls to ensure regulatory and procedural compliance.
- Provide regular feedback to specialists.
- Conduct sessions with the BAU floor and new hire batches.
- Regular meetings with stakeholders to provide updates and highlight floor trends.
- Regular calibration with internal and external stakeholders.
- Provide process improvement ideas.
- Implemented corrective actions when necessary to improve overall product quality.
- Provided thorough documentation on all quality control activities and results.
- Analyzed customer complaints regarding product issues and provided solutions as needed.
Customer Service Specialist
Firstsource Solutions Limited
Mumbai
11.2005 - 07.2007
- Interact with customers to answer their account-related inquiries and requests.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education
Bachelor of Arts - English Literature, History
Arunodaya University
Itanagar, Arunachal Pradesh09-2021
Skills
- Process evaluation and enhancement
- Training solutions development
- New hire on-boarding
- Staff development plans
- Strategic thinker
- Leadership training
- Course planning
- Training delivery
- Training methods
- Soft skills training
- Employee engagement
- Team direction
Timeline
Voice and Accent Training Manager
Teleperformance Private Limited
04.2024 - Current
Voice and Accent Assistant Manager
Teleperformance Private Limited
07.2018 - 03.2024
OJT Team Leader
Teleperformance Private Limited
04.2017 - 06.2018
Quality Team Leader
Teleperformance Private Limited
05.2015 - 05.2017
Customer Service Specialist
Teleperformance Private Limited
07.2012 - 04.2015
Quality Analyst
Firstsource Solutions Limited
08.2007 - 12.2010
Customer Service Specialist
Firstsource Solutions Limited
11.2005 - 07.2007
Bachelor of Arts - English Literature, History
Arunodaya University
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