Sonali Kathuria

Designing and delivering onboarding, compliance, refresher, and process training programs for customer service and financial operations. Developing SOPs, learner guides, presentations, eLearning modules, assessments, and job aids aligned with FCA compliance standards. Facilitating classroom and virtual training sessions to improve learner engagement and operational performance. Collaborating with SMEs, QA teams, trainers, and operations stakeholders to continuously improve training effectiveness. Analysing learner feedback and QA insights to optimise learning outcomes and content quality.

Developed eLearning solutions, assessments, and digital learning experiences aligned with client business requirements. Applied instructional design methodologies to create learner-centric content and interactive training assets. Led quality reviews for training materials, storyboards, and learning deliverables across multiple projects. Created visual communication assets including infographics, presentations, animations, and videos.

Designed and implemented instructor-led and digital learning programs for contact centre and customer operations teams. Created customer communication scripts, email templates, social media communication, and training documentation. Managed content writers and designers while ensuring learning quality and instructional consistency. Received the League of Champions Award for exceptional contribution and performance.