Open to opportunities

Naman Rana

@namanrana1

Message

Senior Training & Quality leader using AI QC tools to improve NPS and CSAT.

India

Message

What I'm looking for

I want to lead training and quality programs that improve NPS/CSAT through strong SOPs, QA calibration, and data-driven interventions—while expanding AI-powered QC to automate inspections and raise accuracy, working closely with vendors and stakeholders.

I’m an AM Training & Quality leader with 14 years of experience in contact center environments, focused on driving measurable improvements in customer experience through strong training, quality management, and process adherence.

In my current role with BharatPe, I manage Training Key Skills and Quality, oversee vendor relationships, and support the integration of an AI-Powered QC tool. I lead teams to improve KPIs, strengthen SOP compliance, and raise Customer Satisfaction (CSAT) using targeted quality interventions.

Previously, as AM Training & Quality (iEnergizer), I led training and quality operations, delivered Weekly Business Reviews (WBR) and Quarterly Business Reviews (QBR) to senior stakeholders, and drove Net Promoter Score (NPS) improvements through continuous feedback analysis and targeted initiatives.

Earlier experience across WNS Global Services (WNS) and other support operations strengthened my escalation management, QA reporting, calibration, TNI/TNA and training content updates, and people management skills. I’ve also led process change and Lean Six sigma yellow belt certification work, including defect reduction initiatives.

Experience

Work history, roles, and key accomplishments

Current

AM Training & Quality

Current

BharatPe

Oct 2025 - Present (9 months)

Leads training and quality teams at vendor sites, driving adherence to KPIs and improving customer satisfaction. Integrates an AI-powered QC tool to automate inspections and enhance quality accuracy.

Vendor Management SOP Development KPI Management Customer Quality Intervention Stakeholder Management

AM Training & Quality

iEnergizer

Dec 2021 - Oct 2025 (3 years 10 months)

Led training and quality teams, managing KPIs to improve operational efficiency and customer satisfaction. Delivered weekly and quarterly business reviews and drove NPS improvements through targeted initiatives.

Quality Management KPI Tracking NPS Customer Feedback Analysis Project Execution Continuous Improvement

Quality Specialist

Startek

Feb 2019 - Aug 2020 (1 year 6 months)

Conducted TNI/TNA and updated training content based on customer expectations. Performed QA audits, monitored CSAT/NPS, and led quality improvement initiatives including calibration and mentoring.

TNI TNA Quality Audits Quality Improvement QA Compliance Mentorship

Lead Associate Ops

Wns Global Solutions

Feb 2011 - May 2017 (6 years 3 months)

Supported offshore pensions operations by producing QA reports, training joiners on process updates, and coordinating process-change discussions with onshore clients. Managed a quality team and an approximately 11 FTE team, including allocation/de-allocation, cross-training, and transition activities for UK process change.

Escalation Handling Offshoring Cross Training Transition Management

Sr Ops Administrator

Vidisha Fire and Technologies India Pvt Ltd

Sep 2009 - Nov 2010 (1 year 2 months)

Handled daily invoices and orders and prepared weekly and monthly reports. Shared error reports to measure and reduce error volumes.

Error Reduction Metrics

Senior Associate

Wipro

Apr 2007 - May 2009 (2 years 1 month)

Discussed process updates with onshore clients and reviewed daily updates across offshore life and pensions teams. Managed daily escalations and participated in a transition team with UK exposure to support go-live in India on schedule.

Daily Report Review Escalation Management Go Live Readiness