Dynamic Training & Quality Assurance Leader with 13+ Years Experience

NAMRATA KAMATH

Pune, Maharashtra, India

+91-937******* ️ *******.******@*****.***

PROFESSIONAL SUMMARY

Dynamic and performance-driven professional with over 13 years of experience in Training, Quality Assurance, Sales, Retail, and Telemarketing, with a strong command of Soft Skills, Voice & Accent, Process Training, and Corporate Learning & Development. Proven ability to drive employee performance through engaging training programs, quality control systems, and AI-integrated platforms. Demonstrated leadership in managing cross-functional teams and aligning training outcomes with business goals across Insurance, Banking, Telecom, Retail, and E-commerce sectors.

CORE COMPETENCIES

●Soft Skills & Communication Training

●Process Training & Content Development

●Quality Assurance & Compliance Audits

●New Hire Orientation & Refresher Programs

●Performance Coaching & TNI Reports

●Team Leadership & Bottom Quartile Management

●AI-Powered Call Analysis (Convin Platform)

●BQM, OJT, Dashboards & MIS Reporting

●Stakeholder Engagement & Review Presentations

Primary/ Essential Duties and Key Responsibilities:

Design and deliver soft skills / Product training programs to enhance team members' communication (written & spoken) and active listening skills. ·

Provide personalized coaching sessions to employees to improve their communication skills, including public speaking, presentation skills, and written communication. ·

Conduct needs assessments to identify communication skill gaps and develop targeted coaching programs. ·

Provide constructive feedback and evaluate the effectiveness of coaching sessions. ·

Create engaging content, such as learning paths, articles, or blog posts, to support communication skill development. ·

Work with leadership and stakeholders to understand their communication needs and develop coaching programs that meet those needs.

PROFESSIONAL EXPERIENCE

Ward Wizard Innovation & Mobility Pvt. Ltd. (Eminent Digitals Pvt. Ltd.)

Manager – Training (Soft Skills & Product) & Quality

Nov 2023 – Jan 2025

●Led pre-process and process training for multiple verticals.

●Conducted quality checks aligned with SOPs and reported findings.

●Designed and delivered T&Q programs and upskill sessions.

●Developed performance evaluation metrics, dashboards, and reports.

Livpure Smart Homes Pvt. Ltd. (SAR Group)

Lead – Training & Quality (Pune)

Aug 2021 – July 2023

●Conducted NHT sessions and designed refresher modules.

●Created content and modules tailored to evolving product needs.

●Oversaw TNI reports, dashboards, and review presentations.

●Managed bottom quartile performance with individualized improvement plans.

●Used AI tools (Convin) for call analysis, speech-to-text, and lead qualification.

IL&FS Freelance Trainer

Nov 2020 – May 2021

●Delivered skill and process training for corporate clients and schools in Pune.

●Clients: PCMC Schools, Speakwell Academy, WNS, LIC, Max Life, Bajaj Allianz.

ISON Experiences (Pune)

Process Trainer

Jan 2020 – July 2021

●Delivered soft skills and product training; handled NHT, BQM, OJT.

Freecharge Technologies (Bangalore)

Lead – Process Trainer

Jan 2017 – Oct 2020

●Spearheaded training and quality functions; led NHT and continuous learning initiatives.

●Designed and delivered T&Q programs and upskill sessions.

●Developed performance evaluation metrics, dashboards, and reports.

Aegis BPO (Pune) – Freelance Trainer

Apr 2013 – 2019

●Voice & Accent Trainer for BPO professionals and communication workshops.

ICA Retail & English (Pune) – Freelance Trainer

Mar 2008 – Apr 2013

●Conducted Retail Management, English, and Soft Skills training.

Elixer English Academy (Pune)

Faculty – Language & Accent

Jun 2007 – Feb 2008

●Delivered English & soft skills training; conducted seminars and developed content.

IBM Daksh (Mumbai)

Sr. Customer Service Associate – US Process

Feb 2007 – May 2007

●Supported Citibank NA customers with inbound queries and account resolutions.

Intelligent Global Services (Mumbai)

Sr. Customer Service Associate – UK Process (Barclays)

Mar 2005 – Jan 2007

●Delivered customer support and promoted banking services in a target-driven environment.

Wipro Spectramind (Mumbai)

Customer Service Associate – US Credit Cards

Oct 2004 – Feb 2005

●Handled inbound queries for Capital One customers and achieved sales targets.

Asian Institute of Quality Management (Bhopal)

Faculty & Education Coordinator

Jun 2000 – Sept 2004

●Managed training delivery, content creation, coordination, and soft skills workshops.

EDUCATION

Bachelor of Commerce

Bhopal University – 65%

Higher Secondary (12th) – MP Board – 83%

Senior Secondary (10th) – MP Board – 75%

CERTIFICATIONS & WORKSHOPS

●Six Sigma Yellow Belt Certified

●Certified in AI Tools (Call Analysis, Speech-to-Text)

●Voice & Accent Training – Wipro Spectramind

●Language & Teaching Techniques – Elixer Academy

●Multicultural Etiquette Workshop – IBM Daksh

●Diploma in EPABX Operations

●PGDCA – CMS Institute, Bhopal

PERSONAL DETAILS

●DOB: 15 Jan 1983

●Nationality: Indian

●Current CTC: 6,30,000 per annum

●Current Location: Pune, Maharashtra

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