Hamida Ali
Quality & Training Manager
Kolkata
Summary
Agile, results-oriented training professional with 15+ years of work experience in BFSI industry in optimizing training programs for changing employee and employer needs. Skillfully develops interactive programs that teach and motivate workers to improve important job skills. Excellent communication, influencing and negotiation skills with the ability to develop and maintain collaborative relationships both internally and with external clients. Proven ability to identify key issues in complex problem/assignments, to identify trends and co- relation
Overview
17
17
years of professional experience
2
2
years of post-secondary education
1
1
Language
Work History
Manager - Training & Quality
FPL Technologies Pvt Ltd
Pune
2022.03 - Current
- Managing Quality & Training In-House Team of 7 Quality Analysts and 1 trainer & Agencies-PAN India to drive smooth operations
- Ensuring new hires go through proper learning glide path till OJT phase; so far delivered 25 batches in FY 22-23
- Plan execute strategy for Training Quality function to achieve customer experience goals through regular audits of 200 head counts and more than 50 agencies across Indian
- Define Quality Training model for achieving operational excellence that ensures to provide seamless customer experience across all stages and touch points in journey
- Established metrics, applied industry best practices and developed new tools and processes.
- Acted as key point of contact for all QA aspects of releases by providing QA services and coordinating QA resources internally and externally.
- Adapted procedures to mitigate issues and improve deficiencies.
- Reassessed quality control measures at systemic level to proactively identify non-conformances.
- Defining framework for measuring performance of customer-facing teams and define quality/training SLAs governance
- Identify gaps in team performance via random quality checks and drive initiatives to improve quality and efficiency through various methods TNI, TNA, Refreshers, VOC based Refreshers, etc with
- Benchmark, measure and improve processes and quality training metrics for support and operations teams
- Maintain SOPs, conduct periodic reviews, and coordinate initiation/revision of processes as necessary every quarter to comply with RBI regulations and external audits
- Work with cross-functional team in various departments to drive initiatives end-to-end and co-create programs/plans.
- Ensuring implementation of FMEA/Compliance Audits to check Collection KPIs as effective promises of customers to pay, effective adherence to collection strategies
- Evaluate effectiveness of training modules, workshops etc and recommend/implement improvements based on Balanced Scorecard, Collection requirements
- Support operations through Leadership training workshops for Team Leaders, Quality Team Leaders to meet company needs and continuous improvement
- Introducing quality tools, training, LMS, and Auditing platform and recommend strategies for continuous improvement
- Manage Team Scorecard, prepare report data for PMS, reviews etc
- Conduct mid-month performance review of OPS Team Leaders, Quality Team Leaders, Quality Executive and Focus Program Groups
- Ensure conducting Calibration between OPS and Quality
Quality Assurance Team Leader
Tata Consultancy Services Ltd
Bangalru
2021.12 - 2022.02
- Established metrics, applied industry best practices
- Adapted procedures to mitigate issues and improve deficiencies for Chat/Voice/Email channels
- Reassessed quality control measures at systemic level to proactively identify non-conformances.
Trainer & Quality Lead
Concentrix Daksh Services Pvt. Ltd
Mumbai & Kolkata
2017.06 - 2021.11
- . Skilled in Retail Banking, Cards, Loans & Life Insurance with Contact Centre & Collection background
- Performed on-site training for new and existing associates, evaluating progress against company standards, and recommending release from training when associates performed up to expectations.
- Identified and assessed training needs to determine gaps for further improvement on training materials and curriculum, increasing product knowledge and capabilities.
- Liaising with Quality to preparing TNA based on TNI for existing staff and 0-30 days employees to bring them up to the learning curve
- Evaluating training and development programs and re-engineering training programs as necessary in order to meet organizational requirements through ADDIE model
- Created and designed content, including images and graphics for online interactive training programs through Articulate Storyline 360, Comic Box
- Creating and revising SOPs for internal and external stakeholders through SIPOC
- Conducting regular calibration & call listening sessions
- Analyzing CSAT/ NPS to promote better performance & customer satisfaction
- Managing dissemination of daily changes on process & tracking retention via PKT/TALES/LMS/PULSE and managing Change-Update trackers for different LOBs
- Participated in TTT for Axis Collection & Kotak Life Insurance
- Creating audit plans and FMEA framework to keep a check on compliance aspect and traction of RCA for valid escalations
- Experienced in analyzing and presenting essential training & quality and performance metrics using tools like MS-Excel, MS-Power Point Presentation, QC Tools
- Proven record of training throughput of 95%
- Sharing feedback through one-o-one/group coaching sessions
Deputy Manager, Product & Process Training
IndusInd Bank
Mumbai
2014.02 - 2019.06
- Conduct training for retail assets & liabilities; Current & Savings account, Credit Card, Loans
- Designing and expanding training and development programs based on the needs of the organization and the individual.
- Process designing /creation of knowledge bank in ARIS platform/Share point
- To identify knowledge gaps amongst the team and build training programs around the identified issues
- Prepare training modules that can be used for training the existing staff.
- Ensure that Call evaluations and checks are conducted as per plan
- Publish regular reports with the results of the call evaluations, checks on interactions, profiler, supervisory review.
- Work on the defects analysis observed during the barging and checks.
- Conduct VOC on select customers picked for across the unit.
- Conducts mock calls, role-plays with the Phone Banking Officers
- Working in a team to produce programs that are satisfactory to all relevant parties in an organization, such as line managers, senior managers at the board level
- Developing effective induction programs.
- Devising individual learning plans
- Producing training materials for in-house courses.
- Monitoring and reviewing the progress of trainees through questionnaires and discussions with managers.
- Evaluating training and development programs.
- Amending and revising programs as necessary, to adapt to changes occurring in the work environment.
- Helping line managers and trainers solve specific training problems, either on a one-to-one basis or in groups.
- Understanding e-learning techniques, and where relevant, being involved in the creation and/or delivery of e-learning packages
Senior Phone Banking Executive and SME
HSBC BANK
Mumbai
2007.11 - 2014.02
- Handling customer queries pertaining to credit cards, Internet banking, new product and reversal for Anti – attrition to credit card customer.
- Ensuring requisite follow ups are done to resolve customer complaints.
- Cross selling various products to the customer
- Analytical approach to suspect Fraud so to combat fraudulent activities in the account immediately with the cooperation of Risk Department.
- Use an effective approach to handle e-mails including understanding customer concerns.
- Provide customers with product and service information.
- Identify and escalate priority issues, route e-mails to appropriate resource for early attention.
- Follow up customer e-mails with resolution unit for early resolution of customer concern.
- Effectively communicate customer details to the resolution unit for timely resolution.
- Use the most appropriate way to communicate with different behavior types over e-mail.
- Apply the elements of building positive rapport with different types of customers over e-mail.
Education
Master's - commerce
University of Mumbai
Mumbai, MH 2002.01 - 2004.01
Skills
Training & Developmentundefined
Projects
FPL Technologies, OneCard
Projects
· Quality & Training Desk Set Up for In-house FinTech Start Up
· Quality & Training Set Up for Agencies, PAN India
· Quality & Training Desk atomization for 100% audits, introduction of LMS, BOT mock calls (WIP)
Concentrix Daksh Services Pvt. Ltd
Projects
● Proven record of handling projects on setting up of a new business.
⮚ Successful Go Live of Axis Collection business in Dec'2018 with 60 FTEs & IndusInd Collection business in Mar'2019 with 48 FTEs
⮚ Successful Go Live of Welcome process for Kotak Life Insurance
● Successfully deployed automated application to reduce wrap time, “ACW Notes” and “Smart Agent Application” as a one-stop solution
IndusInd Bank
Projects
● Handled project to set up a BCP for Digital Branch (Video Branch) to address customer queries along with significant financial transactions
● Successfully conducted training on Digital Video tellers
● E-Modules on top call drivers
● Successfully conducted training on Digital Video tellers
● E-Modules on top call drivers
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Manager - Training & Quality
FPL Technologies Pvt Ltd
2022.03 - Current
Quality Assurance Team Leader
Tata Consultancy Services Ltd
2021.12 - 2022.02
Trainer & Quality Lead
Concentrix Daksh Services Pvt. Ltd
2017.06 - 2021.11
Deputy Manager, Product & Process Training
IndusInd Bank
2014.02 - 2019.06
Senior Phone Banking Executive and SME
HSBC BANK
2007.11 - 2014.02
Master's - commerce
University of Mumbai
2002.01 - 2004.01
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