Key Result Areas
Supporting Actions
Strategic Leadership
- Define and execute a long-term strategic roadmap for training and quality, aligned with the organization’s vision for superior customer experience. - Drive the adoption of AI and digital innovations to future-proof training and quality initiatives while enhancing scalability and efficiency.
- - Partner with senior leadership to identify opportunities for leveraging training and quality to achieve competitive advantage.

Training Ecosystem Transformation
- Re-imagine training methodologies to enable rapid skill acquisition and retention, embedding Generative AI tools for agile, personalized learning journeys.
- Design leadership and succession training programs to prepare the next generation of customer service leaders.
- Ensure training programs align with evolving customer expectations, market dynamics, and organizational goals. Critical will be front-end training for multi LoB agents

Quality Assurance as a Business Enabler




- Develop a next-generation quality assurance strategy with measurements that proactively monitor and improve customer interactions across all touchpoints (Contact centre, Branch, etc).
- Utilize AI-driven analytics to uncover insights into customer behavior, service gaps, and improvement opportunities, such as repeat reduction and increased self-service utilization.
- Champion a customer-first mindset by embedding quality metrics into the organization’s & partner's key performance indicators (KPIs).

Innovation and Technology Integration
- Spearhead the integration of AI and Generative AI to automate and enhance training content creation, real-time performance feedback, and process optimization.
- Evaluate and implement cutting-edge technologies, including voice analytics, sentiment analysis, and simulation tools, to elevate training and quality functions.
- - Lead the exploration of innovative solutions to improve customer satisfaction and loyalty.

Communication Strategy
- Develop

📌 TM-Training & Quality Lead-CEC-Thane (Maharashtra)
🏢 Aditya Birla Capital
📍 Maharashtra