Swapnil Kadam
Pune
Summary
Senior Learning & Development, Quality Assurance, and Operations professional with 15+ years of progressive experience across BPO and service operations. Demonstrated expertise in building end-to-end L&D frameworks, driving quality governance, improving customer experience metrics, and enabling operational excellence. A strategic leader with strong stakeholder management skills, experienced in aligning people capability, process compliance, and performance outcomes with client and business objectives.
Overview
17
17
years of professional experience
Work History
Learning & Development Manager
The-Connections
08.2025 - Current
- Lead the Learning & Development and Quality Assurance functions across K12 and B2C processes.
- Design and deploy structured training programs including New Hire Training (NHT), refresher modules, upskilling, and product/process updates.
- Establish QA governance models including audit frameworks, scorecards, defect classification, and calibration mechanisms.
- Conduct regular call audits, deep-dive analyses, and defect trend reviews to identify systemic gaps.
- Partner with Operations, WFM, and Client stakeholders to improve productivity, conversion, CSAT, and quality metrics.
- Drive targeted coaching, feedback sessions, and Performance Improvement Plans (PIPs) for advisors and team leaders.
- Publish MIS, dashboards, and executive insights for leadership and client reviews.
- Mentor and manage trainers and QA analysts, ensuring consistent delivery standards and engagement.
- Managed service delivery operations to ensure client satisfaction and service quality.
- Collaborated with cross-functional teams to streamline processes and improve efficiency.
- Oversaw resource allocation to meet project demands and timelines effectively.
Assistant Manager - Operations
ConLead Media Pvt Ltd
03.2023 - 07.2025
- Supervised end-to-end operational delivery ensuring adherence to SLAs, KPIs, and compliance standards.
- Conducted performance reviews, identified improvement opportunities, and executed corrective action plans.
- Analyzed operational data to identify workflow bottlenecks and implemented mitigation strategies.
- Led employee engagement, retention initiatives, and change management programs.
- Ensured policy adherence and process compliance across teams.
- Facilitated communication between clients and internal teams to address issues promptly.
- Trained and mentored staff on best practices in service delivery management.
- Analyzed performance metrics to identify areas for process enhancement and optimization.
- Ensured SLA compliance and maintained service delivery quality standards.
Assistant Manager
Riemen Solution Pvt Ltd
02.2022 - 02.2023
- Handled a team of Team Leaders across three LOBs with accountability for performance delivery.
- Reviewed TL and associate performance against defined metrics and client expectations.
- Managed client communication and represented operations in reviews.
- Conducted one-on-one sessions to maintain ground-level visibility and engagement.
- Collaborated with teams to streamline project workflows and enhance communication.
- Assisted in developing strategic plans to improve operational efficiency and effectiveness.
- Analyzed customer feedback to identify areas for service improvement and innovation.
- Managed customer service inquiries and complaints in a timely manner.
- Monitored employee attendance records, timekeeping, and payroll information.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
Team Leader
BigBasket
10.2019 - 01.2022
- Led SME teams supporting Training, OJT, and live operations.
- Managed training certification, OJT handovers, and real-time operational support.
- Owned CQ scores, customer satisfaction outcomes, and SLA adherence.
- Presented Training & Quality performance in senior management reviews.
Manager
Smart Class Educational Services
Pune
10.2017 - 10.2018
- Led training programs for educators to enhance teaching methodologies.
- Coordinated staff schedules to optimize resource allocation and coverage.
- Oversaw curriculum development to align with educational standards and best practices.
- Implemented feedback systems for continuous improvement in service delivery.
- Monitored staff performance and addressed issues.
Assistant Manager - Training & Quality
Vertex
04.2017 - 10.2017
- Owned end-to-end Training and Quality operations including manpower planning.
- Governed trainer deliverables, NHT throughput, and floor training effectiveness.
- Ensured CQ scores and customer satisfaction targets were met.
- Conducted SSAT analysis and coordinated QA-driven improvements.
Trainer / QA / Team Lead - Operations
Concentrix (Minacs)
07.2015 - 03.2017
- Delivered product and process training for new hires and refresher sessions for live agents.
- Handled QA certification and quality sessions for training and live floor.
- Led a team of 54 associates as Operations Team Lead, managing KRAs and escalations.
- Managed real-time monitoring and client escalations.
Specialist Trainer
Aegis Limited
08.2014 - 07.2015
- Handled new hire training, certification, and OJT support.
- Conducted TNI, floor refreshers, and PKQ sessions.
- Trained across Telecom prepaid and postpaid segments.
Trainer / Lead SME / Business Excellence
Digicall Pvt Ltd
08.2011 - 08.2013
- Delivered product and process training and refresher programs.
- Led SME and OJT teams and governed certification processes.
- Conducted tagging, error reduction initiatives, and quality governance.
- Handled client escalations and supported revenue generation initiatives.
Process Trainer / SME / Business Excellence
VCustomer Services Pvt Ltd
04.2009 - 07.2011
- Handled customer interactions for HDFC Life and Videocon D2H processes.
- Supported OJT batches, certification, updates, and escalation handling.
- Managed tagging quality, error rate targets, and SME KRAs.
Education
Bachelor of Commerce (B.Com) -
MATS University
Raipur04-2014
Skills
- Service delivery
- Client Communication
- Leadership Reviews
- Team Leadership
- Engagement
- Retention
- Learning and Development Strategy and Governance
- Training Needs Identification (TNI) and Curriculum Design
- Quality Assurance Frameworks
- Audits
- Calibration
- Call Quality
- CSAT
- Compliance
- Risk Management
- Operations performance management
- Coaching
- PIP Management
- Process Optimization
- Project Management
- Team Collaboration
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Marathi
Proficient (C2)
C2
Timeline
Learning & Development Manager
The-Connections
08.2025 - Current
Assistant Manager - Operations
ConLead Media Pvt Ltd
03.2023 - 07.2025
Assistant Manager
Riemen Solution Pvt Ltd
02.2022 - 02.2023
Team Leader
BigBasket
10.2019 - 01.2022
Manager
Smart Class Educational Services
10.2017 - 10.2018
Assistant Manager - Training & Quality
Vertex
04.2017 - 10.2017
Trainer / QA / Team Lead - Operations
Concentrix (Minacs)
07.2015 - 03.2017
Specialist Trainer
Aegis Limited
08.2014 - 07.2015
Trainer / Lead SME / Business Excellence
Digicall Pvt Ltd
08.2011 - 08.2013
Process Trainer / SME / Business Excellence
VCustomer Services Pvt Ltd
04.2009 - 07.2011
Bachelor of Commerce (B.Com) -
MATS University