Varsha Sinha

• Manage and collaborate with pan India AJIO contact centre partners to develop and track customized training solutions, ensuring alignment with organizational goals and objectives.
• Develop and implement a comprehensive training program to increase employee productivity across partners and verticals.
• Organize and edit training manuals, multimedia visual aids, and other educational materials to keep the content agile and up to date.
• Evaluate the effectiveness of training programs using various assessment tools, providing valuable feedback for continuous improvement initiatives.
• As a communication SPOC, articulate all customer-facing correspondence, including SMS, email, scripts, etc.
• Monitor and evaluate training performance to determine quality and cohesiveness.
• Collaborate with department heads to align training programs with organizational goals, ensuring relevancy and impact.
• Evaluate impact of training programs on employee performance and business outcomes, continuously refining training strategies based on feedback.
• Led transition to blended learning approach, combining online and in-person training methods for more flexible learning options.
• Manage AJIO Learning Management System (LMS), enhancing efficiency of training delivery and tracking.
• Manage AJIO Knowledge Management System to ensure adherence to designed process flows.

Major Projects,

- Quality Management System Automation to eliminate sample bias, followed by an increase in auditor utilization.

- Designed Quality framework for AJIO contact centre operations.

- New Hire Training Optimization to improve end-to-end throughput across partners for AJIO Contact Centre Customer Experience.

- Business Transition of CC org from in-house to Partners, Cross-Skilling for Business Merger.

- Set up and implementation of a new process roll out for AJIO Complaints – Overall positive impact of 3-4% in customer ratings.

- TNPS – Hindi Project: Improved customer ratings from an average of 75% to 81%.

- NHT Training Curriculum & Modules Revamp – New Capsule Approach on Gradual Release Model.

- Hold & AHT Project – Time & Motion Analysis, Training, and Feedback

• Mentored junior trainers, sharing best practices and providing constructive feedback for their professional growth.
• Optimized training resources by conducting regular audits and eliminating redundancy or outdated materials, maintaining a current and effective learning library.
• Served as the primary point of contact for external training clients and ensured compliance and adherence to laid-down processes.
• Evaluated training program effectiveness through regular feedback collection and assessment tools, ensuring continuous improvement.
• Led cross-functional team training sessions to foster collaboration and improve overall efficiency.
• Increased graduation rate by 20% through working closely with classroom trainers and instructors.
• Developed and implemented lesson plans and teaching aids such as reference materials and videos.

• Mentored and coached team members on QA topics and strategies.
• Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
• Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
• Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
• Conducted training sessions for junior QA analysts, enhancing their skills and knowledge of industry best practices.
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