Developed and implemented a training program that improved employee knowledge of quality standards and processes Manage the Employee On boarding Process Develop and Implement Training Programs Review Product/Process Knowledge test Training Need Identifications Training Need Analysis Creating the Quality Evolution Sheet

Assurance of the Quality, Evolution of the quality sheet, Training need identification

• Train the CSA’s for product as well as soft skills to enable them to handle all Vodafone and Idea postpaid/prepaid calls • Track the performance in terms of quality and productivity of the CSAs after training for the first month on the floor • Conduct refresher training for bottom quartile CSA’s • Conduct PKQ (Product knowledge quiz) on LMS (Learning management system) to identify the training requirements if any • Taking care of Training and Quality data • Client interactions • To work with hand on hand with quality and operations so that there should be no variance with the process requirements and process updates and healthy working environment. • Conduct the call listening activity with quality and operation team for process improvement.

• Train the CSA’s for product as well as soft skills to enable them to handle all Vodafone and Idea postpaid/prepaid calls • Track the performance in terms of quality and productivity of the CSAs after training for the first month on the floor • Conduct refresher training for bottom quartile CSA’s • Conduct PKQ (Product knowledge quiz) on LMS (Learning management system) to identify the training requirements if any • Taking care of Training and Quality data • Client interactions • To work with hand on hand with quality and operations so that there should be no variance with the process requirements and process updates and healthy working environment. • Conduct the call listening activity with quality and operation team for process improvement.