Summary
Overview
Work History
Education
Skills
Accomplishments
Interests
Training And Quality Workshop
Disclaimer
Personal Information
Timeline
Generic

G RAJALAKSHMI

Training & Quality Manager
Chennai

Summary

An experience span of 13.5yrs in the BPO industry and also about 9 years in Training and Quality experience in different domain E-commerce, Telecom, BFSI and NBFC sales and customer service in Domestic Industry

Overview

18
18
years of professional experience
4
4
years of post-secondary education
3
3
Languages

Work History

Manager - Training and Quality

HDFC Bank
05.2023 - Current
  • Enhanced employee performance by developing and implementing comprehensive training programs.
  • Mentored junior staff members through one-on-one coaching, goal-setting exercises, and career development planning sessions.
  • Spearheaded the development of a robust knowledge management system to facilitate information sharing among employees.
  • Evaluated training program effectiveness using metrics such as learner feedback, knowledge assessments, and skill application tests.
  • Collaborated with cross-functional teams to identify skill gaps and create targeted training solutions.
  • Fostered a culture of accountability and ownership by setting clear expectations for performance and providing regular feedback on progress.
  • Conducted gap analyses to determine areas for improvement in both individual performances and overall team efficiency.
  • Streamlined onboarding procedures for new hires, resulting in reduced training time and increased productivity.

AM T&Q

Taurus BPO
11.2022 - 05.2023
  • Company Overview: Taurus is an emerging domestic BPO operating with NBFC and Educational products in the market. The company has set foot in major cities of the country.
  • Handles with the HC of agents around 225 agents across all the process
  • Handles 4 Trainers and 12 Quality Analyst
  • Cross training the trainers to take care of the process
  • Training initiatives for the Operating teams, communication, connecting with stakeholders for feedback and driving the adherence of TQP initiatives focused on elevating business KPIs
  • Responsible to provide the leadership and strategic direction on all Quality matters. The role will include collaboration with the processes key partners to define the quality requirements both internally and externally & lead the efforts on accomplishing them
  • To ensure the personal development of the team members & grooming future leaders who can take up larger roles
  • Drive Process improvement in the process and continuously plan for process performance
  • Ensure adherence to TQP SLAs as agreed for the respective processes
  • Regular liaison with the business contact points
  • Publishing the Training and Quality Dashboard
  • Participating in the External calibration
  • Taurus is an emerging domestic BPO operating with NBFC and Educational products in the market. The company has set foot in major cities of the country.
  • Skilled at working independently and collaboratively in a team environment.
  • Passionate about learning and committed to continual improvement.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.

Trainer

Tech Mahindra
10.2019 - 07.2022
  • Handling NHT Batches
  • 0 to 30 performance will be tracked and provided training on daily basis
  • Handling TNI
  • Joint audit session with quality team to calibrate agent’s performance
  • Provided on- floor support to agents on the front
  • Ensured process adherence in service delivery
  • Audited calls for time and motion analysis
  • Analysing Bottom Quartile on monthly basis and providing them the training
  • Conducting PKT on monthly basis to understand more about the process
  • Conducting Pre and Post Shift Briefing
  • Based on the C-sat scores, Soft Skills Training provided
  • Handling escalation and Level 2 Team
  • Handling nearly 20 Alchemy Trainers
  • Consolidating all Batches report and Tracker Conducting Process Level, Team Level Reviews, Goal Setting & driving performance through appropriate guidance & benchmarking
  • Coaching the Alchemy Trainers to deliver the training as per the business requirement
  • Preparing Monthly and Quarterly Reviews Data
  • Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
  • Provided one-on-one mentoring to help individuals reach their full potential within the organization.
  • Mentored new hires, resulting in stronger staff development and increased productivity.

Trainer

Karvy Digikonnect
04.2018 - 07.2019
  • Handling NHT product and process specifics
  • 0 to 30 performance will be tracked and provided training on daily basis
  • Handling TNI
  • Mentoring the mentee based on low performance on the sales
  • On Monthly basis Publishing Newsletter for the Process
  • Joint audit session with quality team to calibrate agent’s performance
  • Provided on- floor support to agents on the front
  • Ensured process adherence in service delivery
  • Audited calls for time and motion analysis
  • Analysing Bottom Quartile on monthly basis and providing them the training
  • Conducting PKT on monthly basis to understand more about the process

Sr. Executive

Matrimony.com
04.2012 - 07.2016
  • Making outbound calls to verify the customer’s details
  • Handling the customer’s queries through telephone and emails
  • Adherence to process to ensure high quality and customer service
  • Managing team, ensure quality and productivity targets to meet on Daily basis
  • Maintaining attendance records & mailing

Trainer

Matrimony.com
06.2010 - 03.2012
  • Company Overview: http://www.matrimony.com
  • Managing a team of New-hire trainees and nesting agents
  • Handled new-hire training on product and process specific
  • Handled Performance Improvement Program and Refreshment training Program.
  • Joint audit session with quality team to calibrate agent’s performance
  • Delivered process documentation and a toolkit of document templates
  • Setting online assessment modules for new-hire, refresher and cross-skill trainees
  • Preparing process training documents and presentations
  • Tracked escalations and worked on building knowledge base
  • Handled Knowledge Transfer calls with the customers for resolution search
  • Provided on- floor support to agents on the front
  • Ensured process adherence in service delivery
  • Audited calls for time and motion analysis
  • Handled Soft skills training
  • Taken Initiative for the product developments
  • Energizing individuals by strong motivation, Monthly process reviews with management
  • Http://www.matrimony.com

Customer Support Executive

Matrimony.com
04.2007 - 06.2010
  • Handled customer’s query's in an effective manner
  • Handled Inbound/Outbound calls and mails
  • Validating customer’s profile/photo as per the specified process
  • Monitoring the customers personalized messages and de-activating the irrelevant details.

Education

BBA -

Madras University
07.2006 - 05.2009

Lab Technician - undefined

State Institute of Medical Lab Technology
Poonamallee, Chennai
07.2004 - 06.2005

HSC - undefined

Nav Bharath Vidyala Hr. Sec. School
Mangadu, Chennai

Skills

Process improvement

Coaching and mentoring

New hire on-boarding

Multitasking Abilities

Knowledge management

Quality assurance

Cross-functional collaboration

Stakeholder engagement

Accomplishments

  • Quality Champion award for the month of Jan and Feb 2011
  • Received awards like 'Best performer of the month' and 'Pat on the Back'

Interests

Cooking
Listening Music

Training And Quality Workshop

  • Certified in Train the Trainer workshop 2015
  • Certified in AQ Training

Disclaimer

I hereby declare that all the information provided is correct to my knowledge.

Personal Information

  • Husband's Name: P. Hariharan
  • Date of Birth: 08/03/87
  • Gender: Female
  • Marital Status: Married

Timeline

Manager - Training and Quality

HDFC Bank
05.2023 - Current

AM T&Q

Taurus BPO
11.2022 - 05.2023

Trainer

Tech Mahindra
10.2019 - 07.2022

Trainer

Karvy Digikonnect
04.2018 - 07.2019

Sr. Executive

Matrimony.com
04.2012 - 07.2016

Trainer

Matrimony.com
06.2010 - 03.2012

Customer Support Executive

Matrimony.com
04.2007 - 06.2010

BBA -

Madras University
07.2006 - 05.2009

Lab Technician - undefined

State Institute of Medical Lab Technology
07.2004 - 06.2005

HSC - undefined

Nav Bharath Vidyala Hr. Sec. School

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G RAJALAKSHMITraining & Quality Manager