Aabriti Shet

About Aabriti Shet

I’m a Training & Development professional with over 5 years of experience driving performance excellence, employee capability building, and onboarding success in the BPO industry.My expertise lies in transforming training programs into measurable results — from boosting FCR and CSAT to reducing nesting time and early attrition. I specialize in New Hire Training (NHT), On-the-Job Training (OJT), Training Need Analysis (TNI/TNA), and performance coaching frameworks that strengthen both individual and organizational outcomes.I’m passionate about creating structured, data-backed, and engaging training experiences that prepare teams for real-world performance. Whether it’s mentoring trainers, building dashboards to measure training effectiveness, or collaborating with Ops and Quality to improve KPIs — I bring a blend of operational understanding and training excellence to every project.Let’s connect if you’re looking for someone who can build capable teams, deliver measurable training outcomes, and bridge performance gaps in a fast-paced BPO environment. Core strengths: Training Operations | Batch Management | Coaching & Feedback | Leadership Development | Quality & Performance Improvement | TNI/TNA | Stakeholder Collaboration

Experience

1. Assistant Manager Training

   TP

   Sep 2024 — Present · Indore, IN

   Spearhead end-to-end training lifecycle including New Hire Training (NHT), On-the-Job Training (OJT), and 0-30 day agent performance monitoring to ensure smooth onboarding and operational readiness.• Own and execute batch planning by closely coordinating with recruitment and operations teams, aligning training schedules with business requirements and staffing forecasts.• Conduct Monthly Training Observation Feedbacks (TOFs) to identify coaching opportunities, track trainer effectiveness, and drive continuous improvement.• Perform in-depth Training Need Identification (TNI) and Training Needs Analysis (TNA) to design targeted interventions that enhance team capabilities and performance outcomes.• Lead MLoT (Mid-Level Onboarding Training) programs to bridge gaps in leadership readiness, equipping team leads and junior managers with operational and behavioral competencies.• Maintain robust performance tracking mechanisms to ensure successful transition from training to operations, contributing to improved First Call Resolution (FCR), CSAT, and productivity metrics.• Collaborate with Quality and Operations teams to identify performance trends and co-create coaching frameworks for underperforming agents.• Utilize data-driven reporting and dashboards to measure training impact and inform strategic decisions.• Support cross-functional initiatives including recruitment assessments, training content design, and process improvement projects.

Education

• Sri Aurobindo College

  B pharma, Pharmacy

  2017 — 2021

• Sri Aurobindo Institute of Pharmacy

  Bachelor's Degree

  2017 — 2021

• Sri Aurobindo College

  Bachelor of Pharmacy - BPharm, Pharmacy