Vipul Jain

Experience

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  Bharti Airtel Services

  Nov 2010 - Jul 2011

  Quality Analyst

   Monitoring voice transactions for GPRS technical support Handling of North ,West and East hub Calibration with partners & internal team  Knowledge portal updation Sharing process improvements with management Co-ordination with the corporate team for regular updates on products and services

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  Genpact

  Jul 2011 - Jun 2012

  Quality Analyst

   SOP compliance audits for Partners. SME for the process on data services. Monitoring voice transactions for GPRS technical support Handling PAN India skills of GPRS technical support  AHT Base lining to find out the NVAs  Calibration with partners & internal team. Data analysis to find out root causes Sharing process improvements with management Highlighting concerns critical to quality & business Handling of team in absence of AM

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  Serco

  Jun 2012 - Mar 2013

  Assistant Training Manager

   Responsible for NHIP Batch performance/throughput Responsible to Run the Concord Projects as per Airtel Process Nesting Zenith (TNI Refresher) KNE  ASCMP – Agent Support Consequence Management Program LSCMP – Leadership Support Consequence Management Program  Responsible for the Nesting throughput as per the defined targets Responsible for regular/timely refreshers to be happening on floor Responsible for compliance audit in the absence of TEC Responsible for the Team’s performance and batch on batch performance pertaining to throughput, FPA & Certification Responsible for client management Responsible for internal and external KPIs pertaining to Training & Overall Process/Business Identifying bottom performers’ basis internal and external performance, making TNI and refreshers for overall Improvement of Process KPIs Show less

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  Tech Mahindra

  Jun 2013 - Dec 2013

  Assistant Manager Training

   Responsible for NHIP Batch performance/throughput Responsible to run the LCA Process as per Vodafone Responsible for training delivery for 2 locations Gandhinagar and Ahmadabad Responsible for regular/timely refreshers to be happening on floor and turning up with Improvement (Efficacy) Responsible for hiring right set of people (trainable resource) Responsible for the Team’s performance and batch on batch performance pertaining to throughput, FPA & Certification Responsible for client management Responsible for internal and external KPIs pertaining to Training & Overall Process/Business Identifying bottom performers’ basis internal and external performance, making TNI and refreshers for overall Improvement of Process KPIs Show less

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  DigiCall Teleservices Pvt.Ltd.

  Dec 2013 - Nov 2015

  Training and Quality Manager

   Managing a Span of 480 Agents, 13 QA’s, 9 Trainers, 10 Floor Coaches, 1 Training AM and 1 Quality Lead Mentoring, coaching and to maximize and optimize manpower resources. Regular batch audits for NHIP batches and assist new hires (0-30 days) such that they are productive on the floor within specified time period and day to day tracking of the performance. Ensuring call calibration with external quality auditors, understanding the CQ guidelines, disputing CQ scores (if marked incorrect) and increased the average. Hold regular huddles to ensure that there is constant flow of information and knowledge/ updates dissemination.  Send regular updates on performance delivery to client to maintain their confidence. Handling QBR/MBR and interacting with clients. Meeting and Exceeding Client Expectations by fulfilling the defined SLA QA Manpower planning & Effective utilization across different processes Making strategies to ensure business is achieving desired goals Working closely with OPS and Training to ensure Effective Implementation of Action Plans Handling Client Calls & Escalations  Responsible for Internal and External KPIs pertaining to Training & Quality Identifying bottom performers’ basis internal and external performance, making TNI and refreshers for overall Improvement of Process KPIs. Responsible for all Qualitative KPI’s of the process i.e. Repeat and Internal/External Quality etc. Responsible for NHIP Batch Performance & Throughput Responsible to run the OJT Process as per MTS Responsible for Training Delivery for both segments Premium & Titanium Responsible for Regular/Timely Refreshers and turning up with Improvement (Efficacy) Responsible for Hiring right set of people (Trainable Resource) Show less

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  Startek India

  Nov 2015 - Jun 2018

  Manager Quality Assurance

   Managing 7 Processes of Airtel Premium Business Managing a Span of 1200 Agents, 70 Quality Auditors, 7 Lead Quality and 2 AM Quality. Mentoring, coaching and to maximize and optimize manpower resources. Ensuring call calibration with external quality auditors, understanding the CQ guidelines, disputing CQ scores (if marked incorrect) and increased the average. Hold regular huddles to ensure that there is constant flow of information and knowledge/ updates dissemination.  To ensure Process Compliance & to changes changes/corrections to business  Send regular updates on performance delivery to client to maintain their confidence. Handling YBR/QBR/MBR and interacting with clients. Meeting and Exceeding Client Expectations by fulfilling the defined SLA Effective Planning & utilization of Quality Resources to meet business needs Making strategies to ensure business is achieving desired goals Working closely with OPS and Training to ensure Effective Implementation of Action Plans Handling Client Calls & Escalations to meet Client Expectations Responsible for driving & meeting Internal and External KPIs pertaining to Quality Responsible for all Qualitative KPI’s of the process i.e. Repeat and Internal/External Quality etc. Show less

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  Home Credit India

  Dec 2018 - Dec 2022

  Senior Manager Training & Quality

  Responsibilities as Senior Manager Training & Quality are: Manages day to day operations to ensure Training delivery & Audit adherence as per business requirement Establish Quality Governance process with internal stakeholders to ensure effective communication Proactive identification of opportunities and coordination with different functions – Operations, Sales, Business efficiency and reporting towards Process & Quality improvement Adoptive to change as per business dynamics Leading Process Improvement/field quality to plan, direct, coordinate and control audit programs during entire POS life cycle. Ensure regular observation on process compliance, POS health, branding & market visibility and POS existence benefiting to analyze and improve upon SA/RA availability, partner feedback, brand visibility and product awareness. Optimization of Process by System Automation & eliminating NVAs. Develop and mentor people, act as a career counselor and create a high performing team (foster relationships, resolve conflicts, etc.) Functional Coordination to Plan, Implement & Execute the Process Improvement Ideas Setting up field audit framework across all the regions to evaluate sales network on critical business areas. Defining audit methodology to assess POS in its entire lifecycle from POS readiness, sales at POS and POS sustenance & control Controlling of SA’s and RA’s through various Audit Mechanism & System Automation. Measure POS, People & Product effectiveness by conducting Mystery Audits, Data Analysis & System checks. Contribute business in POS Sustenance & Control with performance check and decisioning To ensure On Job Training through various Field Visits, dealer visits, mystery shopper calls across to assess knowledge levels  To ensure Virtual Training using different platforms like MS Team, ZOOM or other digital platforms for a group of Participants or Individuals. Show less

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  Worldpay

  Dec 2022 - now

  Associate Director