A

Abhijit Sharmaa

Founder

Gurugram, Haryana, India10 yrs 2 mos experience
Most Likely To SwitchHighly Stable

Key Highlights

  • Expert in designing impactful training programs.
  • Proven track record in quality assurance and compliance.
  • Strong leadership in enhancing team performance.
Stackforce AI infers this person is a Learning and Development Specialist in the BPO industry.

Contact

Skills

Core Skills

Quality AssuranceTraining & DevelopmentCustomer Service Management

Other Skills

AHTAuditingBehavioral TrainingCalibrationChange ManagementCommunication TrainingConflict ResolutionContact CentersCorporate TrainingCorrective and Preventive Action (CAPA)Customer Relationship Management (CRM)Customer RetentionCustomer Satisfaction (CSAT)Customer SupportEmployee Training

About

๐ˆโ€™๐ฆ ๐š ๐ซ๐ž๐ฌ๐ฎ๐ฅ๐ญ๐ฌ-๐๐ซ๐ข๐ฏ๐ž๐ง ๐‚๐จ๐ซ๐ฉ๐จ๐ซ๐š๐ญ๐ž ๐“๐ซ๐š๐ข๐ง๐ž๐ซ, ๐‹๐ž๐š๐๐ž๐ซ๐ฌ๐ก๐ข๐ฉ ๐‚๐จ๐š๐œ๐ก, ๐š๐ง๐ ๐‹๐ž๐š๐ซ๐ง๐ข๐ง๐  & ๐ƒ๐ž๐ฏ๐ž๐ฅ๐จ๐ฉ๐ฆ๐ž๐ง๐ญ ๐’๐ฉ๐ž๐œ๐ข๐š๐ฅ๐ข๐ฌ๐ญ ๐๐ž๐๐ข๐œ๐š๐ญ๐ž๐ ๐ญ๐จ ๐ก๐ž๐ฅ๐ฉ๐ข๐ง๐  ๐ฉ๐ซ๐จ๐Ÿ๐ž๐ฌ๐ฌ๐ข๐จ๐ง๐š๐ฅ๐ฌ ๐š๐ง๐ ๐จ๐ซ๐ ๐š๐ง๐ข๐ณ๐š๐ญ๐ข๐จ๐ง๐ฌ ๐ž๐ฅ๐ž๐ฏ๐š๐ญ๐ž ๐ฉ๐ž๐ซ๐Ÿ๐จ๐ซ๐ฆ๐š๐ง๐œ๐ž ๐ญ๐ก๐ซ๐จ๐ฎ๐ ๐ก ๐ข๐ฆ๐ฉ๐š๐œ๐ญ๐Ÿ๐ฎ๐ฅ ๐œ๐จ๐ฆ๐ฆ๐ฎ๐ง๐ข๐œ๐š๐ญ๐ข๐จ๐ง, ๐ž๐ฆ๐จ๐ญ๐ข๐จ๐ง๐š๐ฅ ๐ข๐ง๐ญ๐ž๐ฅ๐ฅ๐ข๐ ๐ž๐ง๐œ๐ž, ๐š๐ง๐ ๐ฌ๐ญ๐ซ๐š๐ญ๐ž๐ ๐ข๐œ ๐ ๐ซ๐จ๐ฐ๐ญ๐ก. With a focus on ๐‘ช๐’๐’Ž๐’Ž๐’–๐’๐’Š๐’„๐’‚๐’•๐’Š๐’๐’ & ๐‘บ๐’๐’‡๐’• ๐‘บ๐’Œ๐’Š๐’๐’๐’”, ๐‘ท๐’†๐’‚๐’Œ ๐‘ท๐’†๐’“๐’‡๐’๐’“๐’Ž๐’‚๐’๐’„๐’† ๐‘ช๐’๐’‚๐’„๐’‰๐’Š๐’๐’ˆ, ๐’‚๐’๐’… ๐‘ต๐‘ณ๐‘ท-๐’ƒ๐’‚๐’”๐’†๐’… ๐’Š๐’๐’•๐’†๐’“๐’—๐’†๐’๐’•๐’Š๐’๐’๐’”, I design and deliver immersive training programs that ๐’•๐’“๐’‚๐’๐’”๐’‡๐’๐’“๐’Ž ๐’ƒ๐’†๐’‰๐’‚๐’—๐’Š๐’๐’–๐’“, ๐’ƒ๐’–๐’Š๐’๐’… ๐’„๐’๐’๐’‡๐’Š๐’…๐’†๐’๐’„๐’†, ๐’‚๐’๐’… ๐’„๐’–๐’๐’•๐’Š๐’—๐’‚๐’•๐’† ๐’๐’†๐’‚๐’…๐’†๐’“๐’”๐’‰๐’Š๐’‘ ๐’‚๐’• ๐’‚๐’๐’ ๐’๐’†๐’—๐’†๐’๐’”. My approach integrates NLP-backed methodologies with real-world business insights, empowering teams to lead with clarity, connect authentically, and thrive under pressure. Iโ€™ve partnered with organizations across industries to drive measurable improvements in team effectiveness, employee engagement, and leadership capability. I also consult on Brand Partnerships that align with growth-oriented L&D initiatives. ๐ˆ๐Ÿ ๐ฒ๐จ๐ฎ'๐ซ๐ž ๐ฅ๐จ๐จ๐ค๐ข๐ง๐  ๐ญ๐จ ๐›๐ฎ๐ข๐ฅ๐ ๐š ๐ก๐ข๐ ๐ก-๐ฉ๐ž๐ซ๐Ÿ๐จ๐ซ๐ฆ๐š๐ง๐œ๐ž ๐œ๐ฎ๐ฅ๐ญ๐ฎ๐ซ๐ž, ๐ฌ๐ญ๐ซ๐ž๐ง๐ ๐ญ๐ก๐ž๐ง ๐ฅ๐ž๐š๐๐ž๐ซ๐ฌ๐ก๐ข๐ฉ ๐ฉ๐ข๐ฉ๐ž๐ฅ๐ข๐ง๐ž๐ฌ, ๐จ๐ซ ๐ฎ๐ง๐ฅ๐จ๐œ๐ค ๐ฒ๐จ๐ฎ๐ซ ๐ญ๐ž๐š๐ฆ'๐ฌ ๐ฉ๐จ๐ญ๐ž๐ง๐ญ๐ข๐š๐ฅ - ๐ˆโ€™๐ ๐›๐ž ๐ ๐ฅ๐š๐ ๐ญ๐จ ๐œ๐จ๐ง๐ง๐ž๐œ๐ญ.

Experience

10 yrs 2 mos
Total Experience
4 yrs 4 mos
Average Tenure
6 yrs 2 mos
Current Experience

Rhea technologies

5 roles

Senior Manager Quality and Training

Promoted

Jun 2025 โ€“ Present ยท 1 yr

Manager Quality And Training

Promoted

Apr 2023 โ€“ Jun 2025 ยท 2 yrs 2 mos

  • As ๐๐ฎ๐š๐ฅ๐ข๐ญ๐ฒ ๐š๐ง๐ ๐“๐ซ๐š๐ข๐ง๐ข๐ง๐  ๐Œ๐š๐ง๐š๐ ๐ž๐ซ in a dynamic environment, I am responsible for driving operational excellence through a robust quality assurance framework and impactful training strategies. I lead a team dedicated to enhancing customer experience, process compliance, and employee capability across multiple client accounts and verticals.
  • ๐‚๐จ๐ซ๐ž ๐‘๐ž๐ฌ๐ฉ๐จ๐ง๐ฌ๐ข๐›๐ข๐ฅ๐ข๐ญ๐ข๐ž๐ฌ:
  • ๐๐ฎ๐š๐ฅ๐ข๐ญ๐ฒ ๐€๐ฌ๐ฌ๐ฎ๐ซ๐š๐ง๐œ๐ž & ๐‚๐จ๐ฆ๐ฉ๐ฅ๐ข๐š๐ง๐œ๐ž
  • Designed and executed end-to-end quality management systems aligned with client SLAs and internal KPIs.
  • Conducted regular audits (transactional, process, and compliance), RCA, and CAPA implementation to reduce defects and improve CSAT/NPS.
  • Partnered with Operations and Client Services teams to ensure consistent performance delivery and compliance with regulatory guidelines (e.g., HIPAA, PCI-DSS, GDPR as applicable).
  • ๐“๐ซ๐š๐ข๐ง๐ข๐ง๐  & ๐ƒ๐ž๐ฏ๐ž๐ฅ๐จ๐ฉ๐ฆ๐ž๐ง๐ญ
  • Developed comprehensive training modules for new hires, upskilling, and cross-skilling across voice, chat, and email processes.
  • Rolled out Train-the-Trainer (TTT) programs to build internal coaching capabilities.
  • Led behavioural, soft-skills, and communication training to enhance agent effectiveness in high-volume customer environments.
  • ๐๐ž๐ซ๐Ÿ๐จ๐ซ๐ฆ๐š๐ง๐œ๐ž ๐€๐ง๐š๐ฅ๐ฒ๐ญ๐ข๐œ๐ฌ & ๐ˆ๐ฆ๐ฉ๐ซ๐จ๐ฏ๐ž๐ฆ๐ž๐ง๐ญ
  • Monitored performance metrics using dashboards and analytics tools to identify trends, skill gaps, and quality concerns.
  • Spearheaded continuous improvement initiatives using Lean Six Sigma methodologies to streamline processes and eliminate waste.
  • Conducted calibration sessions with clients and internal stakeholders to ensure alignment on quality expectations.
  • ๐“๐ž๐š๐ฆ ๐‹๐ž๐š๐๐ž๐ซ๐ฌ๐ก๐ข๐ฉ & ๐„๐ง๐ ๐š๐ ๐ž๐ฆ๐ž๐ง๐ญ
  • Managed and mentored a cross-functional team of QA analysts and trainers across multiple shifts and locations.
  • Fostered a high-performance culture by embedding accountability, coaching, and ongoing feedback into daily routines.
Quality AssuranceService-Level Agreements (SLA)Internal AuditsRCACorrective and Preventive Action (CAPA)Sales Process Standardization+18

Deputy Manager Quality & Training

Promoted

Apr 2020 โ€“ Apr 2023 ยท 3 yrs

Assistant Manager Quality & Training

May 2018 โ€“ Apr 2020 ยท 1 yr 11 mos

Sales Team Lead

May 2017 โ€“ Apr 2018 ยท 11 mos

Lead sphere inc

Founder and Chief Learning Officer

Feb 2019 โ€“ Present ยท 7 yrs 4 mos ยท India

Blinkit

Customer Service Specialist

Mar 2016 โ€“ May 2017 ยท 1 yr 2 mos ยท Gurugram, Haryana, India ยท On-site

Customer RetentionCustomer Service ManagementCustomer SupportCustomer Relationship Management (CRM)

Education

Kendriya Vidyalaya

High School Diploma

Apr 2007 โ€“ Present

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