Collaborating with the CEO and Delivery Head of the organization to identify Areas of Improvement (AOI) within the organization.Designing creative content for e-learning training modules and ensuring their allocation through the Learning Management System (LMS). I also manage LMS modules, monitor training progress, and reassign modules as necessary.Developed a comprehensive training plan for new hires.Disseminating important updates to existing employees through classroom training sessions.Conducting call audits when necessary and coordinating with Quality Assurance (QA) teams to identify any Areas of Improvement (AOI) related to our processes.Liaising with managers to determine training needs and schedule training sessions.Design effective training programs.Conduct seminars, individual training sessions etc.Prepare educational material such as module summaries, videos etc.Support and mentor new employees.Keep attendance and other records.Conduct evaluations to identify areas of improvement.Monitor employee performance and response to training.

Perform thorough and objective evaluations of customer interactions, includingphone calls and email communications, to assess adherence to qualitystandards, company policies, and regulatory requirements.Develop and maintain quality assurance guidelines and parameters, ensuringconsistent evaluation criteria are used across all customer service interactions.Provide constructive feedback to junior QAs and customer servicerepresentatives based on call and email audits, identifying areas forimprovement and offering coaching to enhance performance and customersatisfaction.Deliver engaging and informative training sessions for new employees, both ingroup settings and one-on-one, to enhance their understanding of qualityexpectations and best practices.Maintain detailed records of audit findings, training sessions, and performanceimprovements, and provide regular reports to management on the overall qualityperformance of the team.