Sujith Rajan P

• Designed and generated weekly and monthly quality reports analyzing over 250 calls and chats per week, identifying performance trends, and highlighting improvement areas, contributing to a 15% increase in operational efficiency.
• Identified and escalated 20+ critical compliance issues monthly to Quality Control and management, enabling timely resolutions, and reducing process lapses by 30%.
• Developed and implemented detailed audit checklists, resulting in a 25% reduction in process errors, and ensuring 100% compliance with regulatory standards during audits.
• Collaborated with 5+ cross-functional teams across multiple locations to standardize quality practices and share best practices, improving service consistency by 18%.

• Generated weekly and monthly quality reports to track KPIs, enabling leadership to make data-driven decisions that improved customer satisfaction by 15%.
• Designed and implemented customized audit sheets tailored to specific lines of business (LOB) requirements, ensuring precise quality monitoring and increasing audit accuracy by 20%.
• Developed Standard Operating Procedures (SOPs) for On-the-Job Training (OJT), streamlining the onboarding process, and improving training consistency and effectiveness, reducing ramp-up time by 25%.
• Created Compliance Check Audit Reports to evaluate process health, identify potential risks, and ensure 100% adherence to internal quality benchmarks, and regulatory standards.
• Assessed training effectiveness and process quality outputs to ensure alignment with organizational objectives, driving continuous improvements that increased overall operational efficiency by 15%.

• Performed Root Cause Analysis (RCA) to investigate and resolve over 50+ issues monthly related to miss-selling, inaccurate credit entries, and lead duplication or clashes across regional and zonal levels, reducing recurring errors by 30%.
• Conducted weekly CRM and call audit analyses on 200+ interactions, generating GAP reports that identified process inefficiencies and led to a 10% improvement in sales and service channel performance.
• Supported training initiatives by identifying skill gaps through quality audits and performance data, collaborating with trainers to develop targeted coaching plans and refresher sessions, which enhanced agent proficiency by 18%.
• Partnered with the training team during new product rollouts, conducting mock calls and feedback sessions for 100+ agents, ensuring readiness and improving learning retention by 25%.

• Created and implemented Google-based Quality Audit Sheets with enhanced evaluation parameters, resulting in a 20% improvement in agent performance and a 15% increase in sales effectiveness.
• Designed and delivered product-specific rebuttal FAQs addressing common objections, boosting agent confidence and contributing to a 12% rise in sales conversion rates.
• Developed and maintained comprehensive Quality Assurance (QA) documentation, ensuring consistent process adherence and aligning quality metrics with training content, which improved audit compliance by 25%.

Lead – Training & Quality

Federal Bank Process – Insurance Line of Business

• Developed and maintained QA procedure documentation in strict alignment with IRDA regulatory standards and internal compliance protocols, ensuring 100% audit readiness and full legal adherence.
• Delivered onboarding and product training sessions for 5+ insurance batches, achieving a 96% throughput rate, significantly reducing ramp-up time by 20% and boosting agent effectiveness.
• Successfully led the end-to-end transition of the Insurance Line of Business (LOB), creating quality frameworks, training structures, and process documentation that enabled the onboarding of 100+ agents within 3 months.
• Partnered with management to design and implement quality initiatives, improving call quality scores by 15% and reducing Average Handling Time (AHT) by 10% across teams.

Sr. Representative – Operations

Axis Bank Process

• Started as a Customer Care Executive, managing 80-100 inbound calls daily, efficiently resolving credit card service queries with a focus on first-call resolution and cross-selling.
• Promoted to the Escalation & Retention Team, handling high-priority escalations and successfully resolving 95% of critical service issues within SLA timelines.
• Specialized in customer retention by identifying dissatisfaction drivers and providing tailored solutions, resulting in a 30% reduction in credit card closure requests and a significant boost in customer satisfaction scores.

Education Counseling Associate – Sikkim Manipal University & Manipal ProLearn

• Provided academic and career counseling to 150+ prospective students monthly, guiding them in selecting suitable full-time degree programs and short-term certification courses.
• Assessed individual career goals and academic backgrounds to recommend personalized learning paths aligned with current industry trends and personal growth objectives, increasing enrollment conversion rates by 20%.
• Acted as the key point of contact for student inquiries, building strong rapport through personalized consultations and timely follow-ups, contributing to enhanced student satisfaction and retention.