Rakesh Kumar

About Rakesh Kumar

Training and Quality leader with 17+ years of experience driving performance improvement across international voice and back-office operations in large-scale BPO and customer service environments. My career spans technical support, quality governance, learning strategy, and operational transformation — consistently translating business goals into structured systems that improve productivity, compliance, and customer experience.Currently leading Training and Quality at Sun Life (since Feb 2019), I design and implement enterprise-grade frameworks such as Gauge R&R calibration systems, Bottom Quartile performance management, and structured Training Needs Identification models. These initiatives have strengthened audit precision, stakeholder alignment, and capability development while embedding measurable performance standards across teams.Across prior leadership roles with Teleperformance and other global organizations, I implemented multi-site training standards, led international voice coaching programs, managed LMS ecosystems, and delivered large-scale transition and upskilling initiatives. My work has directly improved production KPIs, operational efficiency, and leadership readiness — including productivity gains, enhanced quality calibration, and higher training effectiveness. Earlier in my career, I built a strong foundation in advanced technical support and frontline customer engagement, consistently ranking high in CSAT, QA, and performance metrics.Core strengths include quality assurance frameworks, voice and communication coaching, training architecture, process improvement using Lean and DMAIC principles, stakeholder management, calibration governance, performance intervention design, and scalable learning delivery. I am known for system thinking — building repeatable structures that sustain operational excellence rather than one-time fixes.My focus remains on creating disciplined performance ecosystems that elevate team capability, reinforce accountability, and align training and quality strategy with evolving business objectives in globally distributed operations.

Experience

1. Training and Quality Manager

   Sun Life

   Feb 2019 — Present

Education

• D.A.V. Public School

  AISSCE

  1984 — 1996

• Ranchi University

  Bachelor's Degree, Computer Application

  1999 — 2002

Skills

• Training
• Hris
• Customer Relationship Management (Crm)
• Performance Management
• Crm
• Team Management
• Learning & Development Solutions
• Service Delivery
• Business Process Improvement
• Management
• Vendor Management
• Team Leadership
• Talent Management
• Talent Acquisition
• Transition Management
• Outsourcing
• Soft Skills
• Business Process Outsourcing (Bpo)
• Training & Development
• Bpo
• Training Needs Analysis
• Leadership
• Performance Appraisal
• Employee Engagement
• Workforce Management
• Resource Management
• Program Management
• IT Service Management
• Change Management