Abhilesh Vaidya
Mumbai
Summary
Dynamic Service Quality Manager with a proven track record at SMFG India Credit Company Limited, excelling in complaints management and regulatory compliance. Expert in root cause analysis and data-driven decision-making, I drive process improvements and foster team development, ensuring high-quality standards and effective communication across all levels.
Overview
7
7
years of professional experience
Work History
Service Quality Manager
SMFG India Credit Company Limited
Mumbai
03.2023 - Current
- Complaints Management Oversight led the quality assurance for the Complaints Management Team, ensuring 100% audit coverage and timely reporting of findings.
- Conducted regular calibrations with cross-functional stakeholders to maintain consistency and accuracy in complaint resolution.
- Spearheaded RCA (Root Cause Analysis) for critical RBI cases, driving systemic improvements, and regulatory compliance.
- Regulatory & RBI Data Submissions: Owned end-to-end data submission of complaints to the Reserve Bank of India (RBI), ensuring accuracy, timeliness, and adherence to regulatory standards.
- Collaborated with the Bureau Desk Team for strategic data alignment and regulatory reporting.
- Senior management engagement delivered periodic reports and dashboards on quality initiatives to senior leadership, highlighting trends, gaps, and improvement opportunities.
- Supported senior management in decision-making by providing actionable insights derived from audit data and complaint analytics.
- Quality Initiatives Deployment played a pivotal role in the last-mile deployment of quality initiatives across functional teams, ensuring seamless execution and adoption.
- Monitored implementation effectiveness, and provided feedback loops for continuous improvement.
- Training and Capability Building: Identified training needs based on audit outcomes and complaint trends; developed targeted learning interventions to uplift team performance.
- Facilitated workshops and knowledge-sharing sessions to reinforce quality standards and regulatory awareness.
- Strategic Projects & Team Creation: Contributed to the creation and structuring of the Bureau Desk Team and Complaints Management Team, aligning roles with business objectives.
- Managed high-impact tasks and special projects, ensuring timely delivery and stakeholder satisfaction.
Quality Assistant Manager
SMFG India Credit Company Limited
- Managing the quality assurance of two teams: Ensuring that quality standards are maintained, and that the team enforces standard operating procedures (SOPs).
- Monitoring and updating records: Keeping track of quality assurance department records, such as files, acknowledgments, forms, and soft copies.
- Preparing and distributing documents: Creating, amending, and distributing documents.
- Conducting audits: Performing internal quality audits periodically.
- Creating reports: Collecting data, and preparing monthly reports on quality indicators.
- Coordinating activities: Coordinating activities related to committees and meetings.
- Identifying deficiencies: Identifying and rectifying deficiencies.
Quality Assurance Analyst
Teleperformance
06.2021 - 02.2023
- Monitored and identified defects in production processes to enhance quality control.
- Recommended and implemented corrective actions, ensuring compliance with quality assurance standards.
- Compiled and analyzed statistical data to support decision-making processes.
- Conducted root cause analyses and participated in client calls to drive process improvements.
- Performed risk-based monitoring to proactively manage potential issues.
SME (Subject Matter Expert)
Teleperformance
- Delivered process knowledge support during development stage for seamless operations.
- Conducted training sessions for new hires to facilitate development stage progression.
- Managed OJT batch as acting team leader, ensuring effective guidance and mentorship.
Sr. Customer Service Associate
Teleperformance
- Resolved customer inquiries via phone and email to ensure prompt assistance.
- Utilized specific software tools and problem-solving strategies to address customer issues.
- Filed claims based on customer-provided information, discussing existing claims and offering solutions.
Technical Support
SITEL
02.2019 - 10.2020
- Resolved customer inquiries via phone, chat, and email promptly.
- Utilized software tools and problem-solving strategies to address customer issues effectively.
- Conducted training to ensure customers possess necessary tools and knowledge for business operations.
- Applied tax expertise to validate functionality of client software in resolving issues.
- Maintained a comprehensive log of problems and solutions for reference by technical support analysts.
- Communicated with users facing difficulties to accurately document encountered problems.
Education
Post Graduate Diploma - International Business Management
Niagara College Canada
Niagara Falls, ON10-2017
Post Graduate Diploma - Hospitality and Tourism Management
Niagara College Canada
Niagara Falls, ON06-2017
Bachelor’s degree - Hospitality Management and Tourism
Rizvi College of Hotel Management And Tourism
Mumbai, India05-2015
Skills
- Complaints management
- Root cause analysis
- Regulatory compliance
- Quality assurance
- Data analysis
- Customer relationship management
- Process improvement
- Strategic reporting
- Effective communication
- Compliance monitoring
- Conflict resolution
- Task delegation
- Team development
Affiliations
- Calisthenics
- Meditation
- Football and Table Tennis
Timeline
Service Quality Manager
SMFG India Credit Company Limited
03.2023 - Current
Quality Assurance Analyst
Teleperformance
06.2021 - 02.2023
Technical Support
SITEL
02.2019 - 10.2020
Quality Assistant Manager
SMFG India Credit Company Limited
SME (Subject Matter Expert)
Teleperformance
Sr. Customer Service Associate
Teleperformance
Post Graduate Diploma - International Business Management
Niagara College Canada
Post Graduate Diploma - Hospitality and Tourism Management
Niagara College Canada
Bachelor’s degree - Hospitality Management and Tourism
Rizvi College of Hotel Management And Tourism
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