Shilpa Biddappa
Training & Quality Manager at CoinDCX | Driving CX Excellence in Crypto | TTT Certified | Certified Instructional Designer From KPMG| Six Sigma Green Belt Certified (ISI Bangalore) | Six Sigma Black Belt (Benchmark)
- Role
- Training and Quality Manager at CoinDCX
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
Experience
Training and Quality Manager
Oct 2023 — Present · Bengaluru, IN
Currently leading the Training & Quality function at CoinDCX for the crypto process, with proven success in managing end-to-end training and quality operations to drive performance, consistency, and customer satisfaction across internal teams and vendor partners.* Built end-to-end QA frameworks for both chat and email processes, ensuring consistency, compliance, and a strong customer-first approach* Implemented a Learning Management System (LMS) to centralize and streamline training effortsRolled out self-learning modules, promoting ownership and flexibility in learning* Led key projects on CSAT improvement and Non-FCR reduction, driving measurable uplift in customer satisfaction* Spearheaded cross-training programs to enhance team agility and multi-skill readiness* Managed four vendor partners, standardizing processes and ensuring consistent performance* Designed and deployed quality and training processes across all vendors, aligning expectations, tools, and outcomes with internal benchmarks
Education
NIBM
Executive Master of Business Administration
SBRR Mahajana First Grade College, Jayalakshmipuram
Bachelor of Arts
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