Savita Kadam

Experienced Quality and Training professional with 7+ years in BPO and broking/financial services, currently leading QA and training for Presales, Post Sales, and Customer Service at Bigul. Skilled in quality audits, process adherence, coaching, calibration, vendor/outsourcing support, reporting, and process improvement, with a strong focus on identifying gaps and improving customer experience.

Complete Six Sigma

White & Yellow Belt.

Senior Quality Analyst – Lead, QA & Training Team - Bigul.co

(2024-07)

Industry: Broking / Financial Services

• Lead QA and training initiatives across Presales, Post Sales, and Customer Service.
• Conduct daily audits of customer interactions to ensure process adherence, quality standards, and compliance.
• Provide structured feedback, coaching, and refresher training to frontline teams.
• Support outsourcing process operations by coordinating with internal stakeholders and ensuring quality benchmarks are met.
• Facilitate calibration sessions, share observations with management, and drive corrective actions.
• Prepare performance reports, RCA, trend analysis, and dashboards for leadership review.
• Spearheading AI project (Auto QA & Agentic AI) for quality transformation.
• Working towards 100% call audit coverage using AI (last 6 months).
• Involved in use-case design, planning, and implementation strategy.

Senior Quality Analyst - ICCS

(2019-06 - 2024-06)

Industry: BPO (ICICI Prudential Life Insurance)

• Conducted daily call audits and shared feedback to improve quality and process adherence.
• Coordinated with client teams for process updates, calibration, and audit alignments.
• Maintained agent-wise and process-wise performance reports.
• Highlighted critical issues and supported action planning for quality improvement.

Quality Analyst - Anantya BPO Pvt. Ltd.

Tata Motor Insurance | Duration: 1 Year 7 Months

• Monitored quality metrics and ensured SLA adherence.
• Conducted audits, feedback sessions, and training.
• Supported process improvement and team alignment activities.

Quality Analyst - Athena BPO

Cigna TTK Health Insurance | Duration: 2 Years

• Conducted quality checks and performance monitoring.
• Generated reports and communicated quality gaps.
• Worked with teams to drive productivity and accuracy improvements.

TYB.Com - YCMO University (2020)

HSC - G.P.M. Degree College, Maharashtra Board (2012 - 2013)

SSC - IES Secondary School, Marol, Maharashtra Board (2010 - 2011)