BHAWNA Bhawna
Quality Assistant Manager
Thane,Maharashtra
Summary
Experienced professional with a strong background in quality management and process improvement. Demonstrated expertise in implementing and maintaining quality control standards, conducting thorough audits, and ensuring compliance with regulatory requirements. Adept at collaborating effectively within teams, adapting to evolving demands, and achieving tangible results. Recognized for reliability and a meticulous problem-solving approach that fosters continuous improvement.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Quality Assistant Manager
FIS Global Business Solutions Pvt Ltd.
Gurgaon
03.2023 - 10.2024
- Supervised end-to-end Quality Assurance processes for voice/email/chat support teams handling banking customer service operations
- Monitored customer interactions to ensure compliance with banking regulations, internal SOPs, and client-defined quality parameters
- Developed and implemented QA scorecards, audit guidelines, and calibration processes aligned with client expectations and industry standards
- Conducted detailed root cause analysis (RCA) for quality failures and worked with operations/training to address process gaps and agent performance issues
- Led a team of Quality Analysts; provided coaching, performance reviews, and upskilling plans to improve audit accuracy and feedback consistency.
- Delivered weekly/monthly quality reports, dashboards, and trend analysis to senior leadership and client stakeholders
- Ensured adherence to compliance and data security standards (including KYC, data privacy, and call handling protocols)
- Partnered with training and ops teams for process launches, refresher sessions, and quality improvement projects
- Played a key role in managing internal/external audits, maintaining documentation, and ensuring readiness for client reviews
- Championed initiatives to improve customer satisfaction (CSAT), reduce repeat contacts, and optimize first-call resolution (FCR
Quality Assurance Analyst
FIS Global Business Solutions Pvt Ltd.
Gurgaon
09.2021 - 02.2023
- Audited customer interactions (calls, chats, emails) to evaluate adherence to quality standards, compliance protocols, and banking regulations
- Used client-specific QA scorecards to measure accuracy, compliance, process knowledge, and soft skills
- Delivered timely, constructive feedback to agents, supported by data and examples from audits.
- Participated in regular calibration sessions with internal and client teams to align on scoring and expectations.
- Maintained audit documentation and contributed to internal/external reporting for quality trends and SLA compliance.
- Ensured adherence to compliance standards like KYC, data privacy, and secure handling of customer information
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
Team Coach
FIS Global Business Solutions Pvt Ltd.
Gurgaon
04.2021 - 09.2021
- Provided daily floor support to agents, resolving process doubts and helping improve service delivery and compliance.
- Monitored live and recorded interactions to assess performance, quality, and adherence to process flows
- Conducted one-on-one coaching sessions focused on improving communication, compliance, and customer satisfaction
- Collaborated with QA, training, and operations to identify skill gaps and support continuous improvement
- Motivated and mentored team members to meet/exceed KPIs such as CSAT, AHT, FCR, and QA scores
- Supported new joiners during nesting period by providing side-by-side assistance and performance feedback
- Tracked agent performance data to create targeted coaching plans and reported progress to Team Leaders/Managers
- Reinforced policy updates and banking compliance guidelines through daily huddles and coaching moments
Process Trainer
FIS Global Business Solutions Pvt Ltd.
Gurgaon
09.2020 - 04.2021
- Created & Modified training modules, presentations, manuals, and other educational materials related to the products and services
- Lead training sessions for new hires and existing employees to ensure they understand the products, services, processes, and tools necessary to perform their roles effectively
- Utilized various training methods and techniques, such as presentations, role-playing, simulations, and hands-on exercises, to facilitate learning and skill development among trainees
- Stayed updated on product updates, enhancements, and changes and incorporate this information into training materials and sessions to ensure trainees have the most current knowledge
- Conducted technical training sessions to familiarize trainees with the tools, software, and systems they will use to support customers and perform their job duties efficiently
- Assessed the progress and performance of trainees during training sessions through evaluations, quizzes, assessments, and simulations to identify areas for improvement and provide additional support as needed
Customer Service Representative
FIS Global Business Solution Pvt. Ltd.
03.2020 - 08.2020
- Responded to customer inquiries via chat or email and provided accurate & relevant information regarding the product and services offered
- Resolved customer issues and complaints effectively & efficiently along with ensuring customer satisfaction
- Maintained a professional and courteous demeanor in all customer interactions regardless of the nature of the inquiry or complaint
- Adhered to company policies, procedures & service standards while interacting with customers
Customer Service Representative
Concentrix
06.2019 - 01.2020
- Responded to customer inquiries via chat & provided accurate & relevant information regarding the product and services offered
- Resolved customer issues and complaints effectively & efficiently along with ensuring customer satisfaction
- Maintained a professional and courteous demeanor in all customer interactions regardless of the nature of the inquiry or complaint
- Adhered to company policies, procedures & service standards while interacting with customers
Education
Bachelor of Businesses Administration -
Suresh Gyan Vihar University
Jaipur, Rajasthan 01.2019 - 10.2022
Skills
- Quality Assurance & Control
- Process Improvement
- Compliance & Audit Management
- Root Cause Analysis
- Team Leadership & Coaching
- Performance Metrics & Reporting
- SOP Development & Implementation
- Training Needs Analysis (TNA)
- Curriculum & Content Development
- Process & Product Training
- Upskilling & Refresher Programs
- Excel (Pivot Tables, VLOOKUP, Dashboards)
- Cross-functional Collaboration
Quality planning
Awards
Star performer, 2023 Q2
Accomplishments
COO Employee of the Quarter -2023 (Q2)
Certification
Lean Six Sigma Green & Black Belt (Pursuing)
Timeline
Lean Six Sigma Green & Black Belt (Pursuing)
06-2025
Quality Assistant Manager
FIS Global Business Solutions Pvt Ltd.
03.2023 - 10.2024
Quality Assurance Analyst
FIS Global Business Solutions Pvt Ltd.
09.2021 - 02.2023
Team Coach
FIS Global Business Solutions Pvt Ltd.
04.2021 - 09.2021
Process Trainer
FIS Global Business Solutions Pvt Ltd.
09.2020 - 04.2021
Customer Service Representative
FIS Global Business Solution Pvt. Ltd.
03.2020 - 08.2020
Customer Service Representative
Concentrix
06.2019 - 01.2020
Bachelor of Businesses Administration -
Suresh Gyan Vihar University
01.2019 - 10.2022
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