Vaibhav Devlekar
Assistant General Manager - Training, Quality & Transition
Ambernath West
Summary
A Dynamic, highly motivated professional with more than 17 years of experience, possessing excellent Communications and inter personal skills.
Vision
To evolve as a strategic business leader by driving operational excellence, building high-performing teams, and delivering measurable business impact while contributing to organizational growth at a leadership level.
Objective
To leverage over a decade of experience in Operations, Training, Quality, and Transition to lead high-impact business functions, optimize processes, and enhance client satisfaction while driving profitability and sustainable growth.
Overview
17
17
years of professional experience
1
1
Language
Work History
Assistant General Manager – Training, Quality & Transition
Reliable Spaces Pvt. Ltd
04.2023 - Current
- Quality Management System (QMS) Management: Develop, implement, and maintain quality assurance policies, standards, and procedures (SOPs).
- Performance Data Analysis: Fostring Team to work on Data analysis for critical KPIs such as Quality Scores, Sales Productivity, Resolution Accuracy, First TIme Right (FTR), NPS/CSAT.
- Training & Capability Building: Transforming learning functions, scaling training delivery, and executing innovative learning solutions that directly impact business results. Identify training needs, develop training materials, and deliver training programs on quality standards, SOPs, and technical skills to Empoyees.
- Leadership Development: Lead, mentor, and evaluate the performance of TnQ team members. Learning & Development Initiatives for employees at all levels across Organization
- Governance: Regular checks on adherence of all Criticall SOPs/Policiies defined at Organization level through Regular audit process.
- Transition: Ensuring end to end project life cycle from a transition and supportability perspective and ensure a smooth hand over to operations, starting from the supportability impact assessment and transition scope agreement to steady state and final hand over.
Senior Manager – Training, Quality & Transition
Reliable Business Solutions & services Pvt. Ltd
04.2021 - 03.2023
Manager – Training, Quality & Transition
Reliable Business Solutions & services Pvt. Ltd
04.2018 - 03.2021
- Managing Transactional & Service Quality for BFSI, Telecommunication, Media & E-commerce domains.
- Working on special projects within organization to improve overall Quality Performance as well as service delivery.
- Ensuring 100% Compliance Transaction monitoring for sales process & adhering to the process norms by maintaining hygiene in process.
- Designing of SOPs and CAP/PIP document
- Setting up and presenting monthly/weekly reviews and meeting for new projects.
- Suggesting process improvement ideas for better delivery of services/Sales.
- Responsible for Customer/client satisfaction
- Execute and implement quality activities in compliance with company goal
- Executing strategies manpower allocation & task management
- Ensure timely delivery of Training batches on production floor
- Complete Product & process training for NHT batches
- Reviewing Training Performance on regular basis thereby to take corrective measures
- 100% adherence to the Training SOP
- Taking frequent measures to ensure efficiency in overall Training performance
- Ensuring Monthly Refresher sessions are conducted basis the TNI
- Ensuring OJT SOP is followed & attrition during OJT period is controlled
- Grooming & development of trainers on regular basis
- Build and maintain good working relationships with Team Members and management.
- Preparing & Reviewing monthly Stack Ranking for Team members basis KRA
Deputy Manager – Quality
Eureka Outsourcing Solutions
02.2016 - 07.2016
- Managing transition Quality & responsible for meeting client SLA
- Ensuring 100% Compliance Call Monitoring for sales process & adhering to the process norms by maintaining hygiene in process.
- Designing of SOPs and CAP/PIP document
- Setting up and presenting monthly/weekly reviews and meeting for new projects.
- Suggesting process improvement ideas for better delivery of services
- Responsible for Customer/client satisfaction
- Executing strategies manpower allocation & task management
- Build and maintain good working relationships with Team Members and management.
Assistant Manager – Quality
Reliable Business Solutions & services Pvt. Ltd
04.2015 - 02.2016
- Feedback quality problems to the internal stake holders and find a solution to improve quality level.
- Perform quality assurance activities.
- Manage special projects for floor support activities.
- Attend all required trainings as assigned.
- Participate in forecasting and forward planning activities.
- Coordinate and support the hiring and training process
- Execute and implement quality activities in compliance with company goal.
Quality Team Leader
Reliable Business Solutions & services Pvt. Ltd
03.2012 - 03.2015
- Handling Quality piece for BFSI & Telecom Processes.
- Managing Quality Performance for all processes.
- Directly responsible for client SLA.
- Perform Quality Assurance Activity.
- Continuous drive towards improvement in Quality.
- Responsible for daily Quality Team activities.
Quality Analyst
Effort BPO LTD
11.2011 - 03.2012
- Directly Responsible for Clients SLA
- Looking after sales Target.
- Auditing the calls & sharing feedback to the Agents.
- Doing analysis by listening to non OG calls to increase the numbers of sales.
- BQ Performance Management basis sales numbers
- Ensure that quality scores are above the benchmark.
- Conducting Tape Review sessions & Call calibrations.
- Preparation & compilation of Daily, Weekly & Monthly MIS reports.
- Agent coverage report.
- Prepared Daily Quality reports & other reports.
Quality Analyst
Spanco BPO Ltd
03.2009 - 10.2011
- Auditing the calls & sharing feedback to the Agents.
- Ensuring the consistent improvement in Team performance.
- Ensuring the SLA’s are met for the team & process.
- Doing Extra audits such as ATCB, CDR Audits.
- Preparing daily & weekly Quality reports.
- Conducting Tape Review sessions & Call calibrations.
- Preparing Daily Quality reports & other reports.
- Conducted training for Reliance CSD process.
Education
B.COM - undefined
Madurai Kamraj University
Chennai03-2010
H. S C - undefined
Sandesh College of Arts/commerce & Science
Mumbai03-2007
S.S.C - undefined
Sandesh Vidyalaya
Mumbai03-2005
Skills
Multi-Function Expertise: Hands-on experience across Training, Quality, Transition, and Operations
Tech Enhancement: Experienced in improving the processes with the help of Tech enhancement for betterment & ease of employees
Large Team Leadership: Proven ability to lead and scale high-performing teams across multiple processes
Revenue & Cost Focus: Strong understanding of billing, cost control, and business profitability
End-to-End Operations Management: Expertise in managing contact center operations with strong focus on SLA, KPI, and service delivery excellence
Client & Stakeholder Management: Skilled in managing client relationships, governance calls, and driving customer satisfaction
Transition Management: Successfully handled multiple process migrations and new client onboarding
Problem Solving & Crisis Management: Effective in handling escalations and ensuring business continuity
Timeline
Assistant General Manager – Training, Quality & Transition
Reliable Spaces Pvt. Ltd
04.2023 - Current
Senior Manager – Training, Quality & Transition
Reliable Business Solutions & services Pvt. Ltd
04.2021 - 03.2023
Manager – Training, Quality & Transition
Reliable Business Solutions & services Pvt. Ltd
04.2018 - 03.2021
Deputy Manager – Quality
Eureka Outsourcing Solutions
02.2016 - 07.2016
Assistant Manager – Quality
Reliable Business Solutions & services Pvt. Ltd
04.2015 - 02.2016
Quality Team Leader
Reliable Business Solutions & services Pvt. Ltd
03.2012 - 03.2015
Quality Analyst
Effort BPO LTD
11.2011 - 03.2012
Quality Analyst
Spanco BPO Ltd
03.2009 - 10.2011
B.COM - undefined
Madurai Kamraj University
H. S C - undefined
Sandesh College of Arts/commerce & Science
S.S.C - undefined
Sandesh Vidyalaya