Kushal Roy

Senior Manager Training Development @Delhivery

Kolkata, IN

Responsible for collecting, analyzing, and interpreting customer interactions and generating TNI out of the same• Liaising with the project, design, and content teams to create a learning plan for the ground workforce.• Organizing projects and initiatives that enlighten the organization on the associated benefits/consequences of their decisions on customer experience and on company profits• Setting up targets, SOP & SLA, setting and maintaining CTQ (Critical to Quality)/ CTP (Critical to Process) targets, and being involved in process development• Recruiting, mentoring & developing trainers, and nurturing an environment where they can excel through encouragement & empowerment• Worked on B2B, B2C training plans for the teams across the East zone• Planning, implementing, and monitoring learning management platforms to increase learning practices and adoption• Monthly planned refreshers and assessments for ground teams to gauge current learning mindsets for the target audience• Planning and executing SDP- skill development programs which for 4 weeks, right from planning, selection, and training of all the candidates are undertaken as part of the project