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Arindam Saha

@arindamsaha1

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I build data-driven training, support operations, and automation tools that improve performance and SLA compliance.

India

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What I'm looking for

I'm looking to lead training, customer support, or operations improvement work where I can use data, automation, curriculum design, and coaching to strengthen quality, readiness, and SLA performance.

I've spent 8+ years improving BPO training, customer support, quality, and operational performance across Tech Mahindra, Accenture, Tata Consultancy Services, and Teleperformance.

At Tech Mahindra, I led curriculum design and process standardization for high-volume content curation, building performance-monitoring frameworks that reduced post-training defects and improved readiness.

At Accenture, I delivered L&D programs for 200+ professionals, used performance data to guide retraining, and developed an automated Excel KPI tracking tool to streamline daily reporting.

I also build practical automation tools in Python, including document-to-Excel reporting, support email routing, and web-scraping workflows that support training insights and operational decision-making.

Experience

Work history, roles, and key accomplishments

Training Lead

Tech Mahindra

Jul 2025 - Nov 2025 (4 months)

Spearheaded curriculum design and process standardization for high-volume content curation. Implemented automated performance monitoring frameworks and facilitated stakeholder collaboration to reduce training ramp-up times.

Curriculum Design Process Standardization Performance Monitoring Stakeholder Collaboration Policy Development SOPs Training

Instructor Analyst (L&D / Process Optimization)

Accenture

Apr 2023 - Jul 2025 (2 years 3 months)

Led enterprise-wide L&D programs focusing on curriculum design for complex workflow compliance across 200+ professionals. Utilized performance monitoring data to drive targeted re-training and directed policy development and knowledge management strategies.

L&D Curriculum Design Performance Monitoring Policy Development Knowledge Management Training Process Optimization

Trust & Safety Associate

Accenture

May 2021 - Mar 2023 (1 year 10 months)

Developed an automated Excel KPI tracking tool to streamline performance data consolidation. Conducted qualitative and quantitative reviews of high-volume ticket data, ensuring SLA compliance and identifying workflow inefficiencies.

Excel KPI Tracking Data Analysis SLA Compliance Operational Reporting Process Improvement

Senior Executive

Tata Consultancy Services

Sep 2019 - Sep 2020 (1 year)

Structured operational performance reports and analyzed customer feedback trends to identify systemic friction points. Facilitated cross-functional collaboration between business units and technical support teams to resolve escalations.

Operational Reporting Data Analysis Customer Feedback Analysis Cross Functional Collaboration Escalation Management

Team Lead / Quality Analyst / Customer Care Executive

Teleperformance

Mar 2016 - May 2019 (3 years 2 months)

Progressed through three roles from agent execution to Quality Analyst and Team Lead. Managed daily shift operations, agent performance reviews, and operational reporting, performing transaction monitoring and root-cause coaching to drive SLA compliance.

Team Leadership Quality Analysis Performance Reviews Operational Reporting Transaction Monitoring Root Cause Analysis SLA Compliance Coaching