Training & Quality Manager with 10+ years of experience driving process excellence, service quality, and customer satisfaction in BFSI and customer support environments. Proven expertise in quality frameworks, training programs, data analytics, SOP development, and team leadership. Strong track record of improving CSAT, operational efficiency, and compliance while collaborating closely with operations and product teams.”
Manager – Training & Quality | Cogent E-Services
• Designed and delivered training programs for new hires and existing employees to improve product knowledge and customer handling skills.
• Established quality frameworks, SOPs, and audit processes to ensure consistent service delivery and compliance.
