Varun Ramakrishna N

• Bridge gaps in product, process, language, comprehension and cultural aspects of all Lob's
• Represent the account on client calls and in calibrations
• Work closely with Ops and Quality teams to design action plans in order to plug areas of opportunity
• Responsible as per defined monthly/quarterly/yearly Training scorecards
• Responsible for managing retention during training
• Manage/create process SOPs and training refreshers
• Drive C-Sat & E-sat initiatives to add value to the Process and customer
• Manage training MIS for classes and other related training work, contribute to process improvements and innovation in the training function
• Vendor Management –
• Supervise a team of Training and Quality Specialists responsible for moderately complex transactional and operational tasks such as processing servicing related tasks, identifying problems, and developing training and quality metrics to measure growth and performance
• Ensure timely completion, quality and compliance within the training/quality/operation area
• Work independently on moderately complex issues and projects
• Identify opportunities for process improvement and risk control development and escalates issues to senior management
• Provide assistance on training, performance, evaluation and coaching of less experienced teams
• Make daily supervisory decisions and resolve moderately complex business issues related to team supervision, work allocation and daily operational tasks under direction of Operations management
• Leverage interpretation of policies, procedures, and compliance requirements
• Collaborate and influence all levels of professionals including senior managers
• Lead training team to achieve objectives
• Manage allocation of people.
• Developed new and improved training programs to fit underserved areas.
• Delivered robust training courses via classroom and e-learning programs.
• Created unique materials to support training programs.
• Analyzed company training methods and made adjustments to rectify issues, increase efficiency and exceed training goals.
• Created curricula, instructions, documents and written tests for various types of training courses.
• Created and oversaw training programs for operations.

QUALITY –

• Proved successful working within tight deadlines and fast-paced atmosphere.
• Drive continuous improvement for TQ and Delivery
• Manage Call Quality & Client related KPI's.
• Evaluate effectiveness of TQ interventions.
• Strengthen Quality management processes / framework to improve quality delivery.
• Accurately capture SLA/SLO metrics, the reporting needs of all clients and set up / customize processes to seamlessly meet client expectations.
• Drive Process control & Compliance in addition to managing the Audit requirements.
• Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires.
• Support the Quality and Compliance teams to perform various audits and follow ups based on observations highlighted.
• Run compliance audits and health check of the account

TRAINING –

• Conducted team-building activities to enhance working relationships.
• Bridge gaps in product, process, language, comprehension and cultural aspects of all Lob's.
• Represent the account on client calls and in calibrations.
• Work closely with Ops and Quality teams to design action plans in order to plug areas of opportunity.
• Responsible as per defined monthly/quarterly/yearly Training scorecards. Responsible for managing retention during training.
• Manage/create process SOPs and training refreshers.
• Drive C-Sat & E-sat initiatives to add value to the Process and customer.
• Manage training MIS for classes and other related training work, contribute to process improvements and innovation in the training function.

• Learned new skills and applied to daily tasks to improve efficiency and productivity.
• Collaborated with team members to achieve target results.
• Identified issues, analyzed information and provided solutions to problems.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Insurance - Claims handler, investigation of claims from risk management perspective and fraud point of view, liaising with clients to ensure timely action and resolution.
• Participated in team-building activities to enhance working relationships.
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
• Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.

• Audit calls/cases and maintain high Audit Accuracy for process and product
• Gather information and identify essential information needed for internal stake holders
• Analyze operational requirements and conduct sessions/huddles for the teams in order to sensitize the team members about client information related to the process
• Prepare reports and analysis for the process/product
• Conduct NHT process/product training as per requirement
• Prepare Handover and batch release reports for Operations
• Develop and update content for Product and Process training like FAQ’s, training manuals, Presentations, hand-outs etc
• Participation in weekly/monthly client calls and conduct calibrations.
• Documented integration issues and vulnerabilities and outlined improvement recommendations.
• Mentored and coached team members on QA topics and strategies.
• Fixed identified issues to improve workflows.
• Supported company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork.
• Organized and maintained work environment to allow for maximum productivity.
• Developed reports and materials for key stakeholders related to quality goals, progress and challenges.
• Monitored activities and supporting systems to meet compliance regulations.
• Conducted evaluations to identify weak areas and identify problematic issues while promoting corrective methods.

• Handled calls and chats from customers and provided them with solutions to their queries.