Swati Malhotra

I’m a Learning and Development consultant with 12+ years designing, delivering, and evaluating training programs across Healthcare, Aviation, BPO, customer service, and corporate environments. I combine results-focused facilitation with strong quality and performance improvement practices.

I’ve successfully trained and coached more than 2,000 professionals across organizations including Indigo, Motherhood Hospital, L&T, Concentrix, and Sutherland Global Services. My strengths include Communication Skills Training, Soft Skills Development, Process Training, Coaching, On- City New Delhi the-Job Training (OJT), and performance improvement initiatives.

I lead with evidence and continuous improvement—conducting Training Needs Analysis (TNA), curriculum design, quality monitoring, and call audits. I’m recognized for improving employee performance by using insights from call listening, coaching feedback, DSAT analysis, and root cause analysis (RCA) to shape practical interventions.

Across roles from 2020 to present, I’ve delivered language and soft skills training, facilitated US culture training, and supported floor-based learning through huddles, refreshers, statements, and mailer campaigns. I also manage on-ground learning outcomes, including batch management, dip checks, and targeted coaching to support sustained operational excellence and better customer experience.