Jayashri Bhondiwale
Quality Analyst
Kalyan
Summary
A detail-oriented Quality Analyst with 5+ years of experience in analyzing and improving quality control processes. Skilled in conducting BAU audits, Implementing quality management systems. Adept at identifying process gaps and recommending solutions to improve quality and productivity.
Overview
2025
2025
years of professional experience
3
3
Languages
Work History
Quality Analyst
IDFC First Bank - Cross Sale
9 2024 - Current
- Monitor and evaluate BAU audits to asses associates service level standers and provide insight and solutions to operational management to maximize lead conversion and customer satisfaction
- Analyze data to identify trends and develop metrics to measure quality performance
- Conduct root cause analysis investigations to identify and resolve quality issue
- Conduct monthly call calibrations session with respective stakeholders to develop scoring consistency and best practices
- Conduct certifications with NHT batches
- Conduct weekly dip check, call listening session and analysis as per process requirement
Quality Analyst
Connect Business Solution Pvt. Ltd.
07.2021 - 09.2023
- Monitoring calls to check if the agents are following the process specific parameters and pitching the product correctly and doing fair collection
- Provide real time basis feedback to the agents as and when required in order to ensure quality goals are met
- Maintaining and sending weekly and monthly MTD reports for current and future reference
- Coordinate with client and operation staff for internal & external call calibration and conduct the same
- Identity the defaulters of the team and make them understand as how their performance is affecting the respective TL & whole process
- Conduct the weekly briefing and call listening session, Dip check
- Analyze audit observations and prepare corrective action plan for training needs analysis for process improvement
- Perform the different types of analysis as per the process requirement
Quality Analyst
Teleperformance Global Services Pvt. Ltd.
03.2020 - 05.2021
- Call monitoring and real time basis feedback
- Coordinate with client and operation staff for call calibration
- Participation in client call listening programs to identify customer needs and expectations
- Performed other duties as assigned, new batch Quality induction
- Prepared RCA, handle escalation calls
- Conduct mock certifications for NHT batches
Quality Analyst
Karvy Digi Konnect Pvt. Ltd.
05.2019 - 02.2020
- Monitoring calls and feedback, focusing on individual support & coaching for low performing agent
- Part of monthly client calibration with call centre team leaders to develop scoring consistency
- Weekly quality reports, conduct the call listening sessions
SME & Sr. Specialist
Karvy Data Management Pvt. Ltd.
05.2017 - 04.2019
- Calling & collection [ Gold loan department - ICICI Bank ]
- Team handling in absence of Team leader
- Maintain daily report (DRR)
- Daily communication & interaction with Clients & Bankers to keep up with latest updates, performance
- People management & Break management in absence of Team leader
- Handling the higher escalation calls & meet the difficulties of customer queries
Consultant
Sutherland Global Services
05.2015 - 04.2017
- Calling and collection [ Gold loan department - ICICI Bank ]
- Basic system knowledge
- Every day given best performance
- Handling customer complaints and resolving issues
- Providing customer support and guidance
Education
Bachelor degree - commerce
university of Mumbai
H.S.C. - undefined
S.S.C. - undefined
Debt Recovery Agent Examination (DRA) - undefined
Indian Institute of Banking & Finance
Skills
Proficient in Customer satisfaction, Cross sale and Collection recovery
Ability to manage time to meet multiple priorities and deadlines
Knowledge of call center terminology, applications and metrics
Organizational Skills - In customer service it help with tracking team members, maintaining records and compiling information for reports
Time Management, Attention to detain, Problem solving
Personal Information
Date of Birth: 07/15/92
Disclaimer
I hereby declare that the above information is true & fair to my best knowledge.
Professionalexcellencesummary
- Obtained necessary training on various related subjects such as:
- Leadership qualities.
- Team construction.
- Get acquainted with your co-worker.
Timeline
Quality Analyst
Connect Business Solution Pvt. Ltd.
07.2021 - 09.2023
Quality Analyst
Teleperformance Global Services Pvt. Ltd.
03.2020 - 05.2021
Quality Analyst
Karvy Digi Konnect Pvt. Ltd.
05.2019 - 02.2020
SME & Sr. Specialist
Karvy Data Management Pvt. Ltd.
05.2017 - 04.2019
Consultant
Sutherland Global Services
05.2015 - 04.2017
H.S.C. - undefined
S.S.C. - undefined
Debt Recovery Agent Examination (DRA) - undefined
Indian Institute of Banking & Finance
Quality Analyst
IDFC First Bank - Cross Sale
9 2024 - Current
Bachelor degree - commerce
university of Mumbai
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