ASHISH ANCHAN

Operations & Process Leadership: Directed Video KYC operations and workforce planning across partner channels, driving recruitment, onboarding, capacity utilization, and end-to-end performance management.
Productivity & Efficiency Gains: Scaled daily officer productivity by 30% (50 to 65 calls/day) while reducing Average Handling Time (AHT) from 5:30 to 4:30 minutes (an 18% efficiency gain).
Quality & Customer Experience: Elevated Call Quality scores from 85% to 90%+ through targeted coaching, calibration sessions, and Voice of Customer (VOC) feedback analysis.
Compliance & Process Governance: Partnered cross-functionally with Product, Compliance, HR, Quality, and Training teams to optimize digital workflows using Lean Six Sigma principles, ensuring strict adherence to RBI guidelines, KYC regulations, and audit requirements.

• Cross-trained existing employees to maximize team agility and performance.
• Developed and maintained relationships with customers and suppliers through account development.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Maximized performance by monitoring daily activities and mentoring team members.

• Supervised daily banking operations across the team, balancing workloads and tracking open cases through completion.
• Reviewed onboarding files for completeness and compliance before forwarding cases for approval.
• Monitored service levels and escalated delays to keep critical banking tasks moving.
• Prepared MIS reports for operational tracking and team review.

• Led a team of 25 executives across daily operations, workload distribution, and performance follow-up.
• Delivered SLA targets by monitoring turnaround times, resolving bottlenecks, and coordinating escalations with stakeholders.
• Coached executives on process adherence, customer handling, and quality expectations to strengthen day-to-day execution.
• Conducted audits to identify process gaps, reinforce compliance, and support consistent quality across the team.

• Managed team of 15 executives to support content review operations and daily workflow coordination.
• Led content review operations for QUIKR.COM, maintaining consistent handling of high-volume submissions.
• Improved review processes to streamline workflow and strengthen service quality across the team.
• Trained new hires on review standards, helping them ramp up faster and work more accurately.

Led an inbound customer support team managing the McDonald’s home delivery process, directing order intake and outlet dispatch to consistently hit 30-minute delivery targets.
Coached and mentored team members on service standards, process adherence, and call quality while effectively resolving escalated customer and operational issues.

Delivered direct customer support via phone, resolving daily service issues and handling escalations.
Supported operational workflows by auditing call quality, reviewing cases, and ensuring team process adherence.
Coordinated customer onboarding from start to finish by managing documentation, follow-ups, and completion tracking.