Lead Trainer
CurrentCurrently, as a Lead Trainer at Firstsource Limited, I contribute to organizational success through strategic training programs, operational excellence, and fostering talent development. My key contributions include:Performance Knowledge Testing (PKT): Conducting monthly assessments and sharing insights with stakeholders to drive accountability and improvement.Process Improvement: Implementing CAPA reviews using 5Y analysis to identify root causes and optimize operations.SOP Governance: Periodically reviewing and updating SOPs to align with the latest guidelines and ensuring team adherence.Error Resolution: Reviewing error trackers and providing solutions to processors and team leads for enhanced accuracy.Training & Development: Designing and conducting personality development and SME training programs to upskill teams and build future leaders.New Hire Integration: Managing onboarding processes from initial training to pre-process sessions and tracking performance until permanent team placement.Risk Analysis: Delivering targeted risk analysis training based on stakeholder requests to mitigate potential issues.Cross-Process Governance: Overseeing transitions for team members moving to new processes, ensuring seamless integration and performance.