Shikhar Zayn Vahlor Tanwar

About Shikhar Zayn Vahlor Tanwar

I lead Training & Quality functions with a strong focus on driving excellence in customer experience across complex, high-impact service environments. My work centers on strengthening service delivery, designing scalable quality frameworks, and building structured training ecosystems that enable teams to perform consistently while delivering reliable and empathetic customer outcomes.With a Six Sigma Black Belt certification and an MBA from NMIMS, I bring a strategic, data-driven approach to customer experience transformation. My expertise spans process optimization, governance models, and performance management across key CX metrics including CSAT, NPS, FCR, AHT, compliance, and service adherence. I am particularly passionate about building agile quality systems and outcome-oriented learning interventions that align people, process, and technology with broader business and customer trust objectives.I have hands-on experience in environments where accuracy, turnaround time, compliance, and customer sensitivity are critical. My work involves designing end-to-end quality charters, audit frameworks, calibration models, SOP-driven training programs, and capability-building initiatives for frontline, quality, and leadership teams. I focus on embedding quality as a culture rather than a checkpoint—driving accountability, consistency, and risk mitigation across customer touchpoints.From an analytics and technology standpoint, I leverage advanced quality and statistical tools such as Minitab, Root Cause Analysis (RCA), Process Capability Analysis, Pareto analysis, control charts, VOC analytics, and automation-driven dashboards to enable insight-led decision-making. I actively work with AI-enabled quality monitoring, predictive analytics, intelligent ticket and interaction audits, speech and text analytics, and learning automation to identify early risk signals, reduce variability, and improve resolution effectiveness across journeys.I thrive in collaborative, fast-paced environments where innovation, continuous improvement, and cross-functional alignment are encouraged. With a strong bias toward execution and measurable outcomes, I focus on building future-ready, compliant, and scalable customer experience operations that deliver sustained value, trust, and excellence.

Experience

1. Manager-customer Experience

   Noise

   Mar 2025 — Present · Gurugram, IN

   Managing Customer Experience team for both Captive & Outsourced unit.

Education

• Gitarattan International Business School, Delhi

  Bachelor of Business Administration - BBA, Business/Commerce, General

• Simplilearn Alumni

  Lean Six sigma Green Belt, Project Management

• SVKM's Narsee Monjee Institute of Management Studies (NMIMS)

  Master of Business Administration - MBA, Operations Management and Supervision