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 dynamic, 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 creative solutions to improve customer satisfaction and loyalty.

Communication Strategy

Develop and implement a r

📌 TM-Training & Quality Lead-CEC-Thane (India)
🏢 Aditya Birla Sun Life Insurance
📍 India