Open to opportunities

Sneha H

@snehah

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Training, Quality & Process Lead improving performance through data-driven learning.

India

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What I'm looking for

I’m looking for a role where I can own end-to-end learning strategy, drive compliance and quality through data, and partner with stakeholders to improve CX KPIs—while building a high-performing team and scalable process.

I’m a Training, Quality & Process Lead with 10+ years of experience across ITES, Pharma, Telecom, and E-commerce. I design and deliver end-to-end training programs, from New Hire Training (NHT) and onboarding to operational integration—maintaining 100% compliance across multi-client operations.

I bring a strong learning-and-performance mindset: I run Training Needs Analysis (TNA), use performance dashboards and LMS reporting, and apply TTT methodologies and adult learning principles to close skill gaps. I’ve built gamified and blended learning modules in Rise 360 (Soft Skills, Product Knowledge, Handling Escalations, and Customer Experience) that drive measurable improvements in NPS, CSAT, and time-to-proficiency.

I’m equally focused on quality outcomes and business partnering. I coach junior trainers and analysts through competency assessments, lead RCA-driven corrective actions with stakeholders, and support on-floor readiness and post-training “bed-in” to strengthen process adherence and customer communication.

Experience

Work history, roles, and key accomplishments

Current

Training, Quality & Process Lead

Current

Capita India Pvt. Ltd.

Mar 2017 - Present (9 years 3 months)

Managed the full training lifecycle from new-hire training and onboarding through operational integration, maintaining 100% compliance across multi-client operations. Designed blended and gamified learning in Rise 360 to improve NPS, CSAT, and time-to-proficiency, and coached trainers/quality analysts via competency assessments.

Learning Development Blended Learning Adult Learning SOP Development Compliance Training Coaching & Competency Assessments

HR Generalist AM

MsM Discovery Pvt. Ltd.

Jul 2013 - Oct 2014 (1 year 3 months)

Owned end-to-end HR operations including talent acquisition, onboarding, performance appraisals, and employee relations. Partnered with leadership on TNA and employee learning effectiveness, and handled grievance redressal and compliance-focused HR administration including payroll, benefits, and HRIS records.

Talent Acquisition Onboarding Performance Management Employee Relations TNA & Learning Effectiveness Payroll HRIS Labor Law Compliance Audit Support

L&D Executive / Jr. Trainer

Glenmark Pharmaceuticals

Apr 2012 - Jan 2013 (9 months)

Developed and delivered blended classroom and virtual training for Sales, Manufacturing, and Support teams. Led compliance training across HSE, GMP, POSH, and Pharmacovigilance, partnering with business leaders to run TNA/TNI and report training effectiveness via LMS dashboards.

Blended Learning Compliance Training HSE GMP POSH Pharmacovigilance TNA TNI Training Effectiveness

HR Executive - Recruitment

Hutchison 3 Global Services

Jan 2011 - Jun 2011 (5 months)

Managed end-to-end recruitment for specialist and lateral roles using sourcing, headhunting, and structured interviews. Delivered onboarding and pre-joining engagement to improve new-hire integration, and tracked Time-to-Fill and Cost-per-Hire to provide KPI-based insights to leadership.

Recruitment Sourcing Head Hunting Structured Interviews Onboarding KPI Tracking Time To Fill Stakeholder Management

Sr. Executive (SME)- CX

Capita India Pvt. Ltd.

Served as the primary CX SME, training agents on call-handling and keeping SOPs updated to strengthen first-contact resolution. Managed UK customer escalations and exceeded individual/team KPIs, earning multiple performance recognition awards.

SOP Management SLA Management Escalation Management Customer Experience (CX)Performance Tracking KPIs