Jinumol Jose

Training & Quality Department

• Trained staff on quality management systems and best practices to ensure consistent adherence to quality standards.
• Conducting New hire training batch, handling OJT.
• Conducted regular audits to ensure compliance with banking regulations.
• Developed quality assurance procedures, resulting in improved operational efficiency and compliance with industry standards.
• Collaborated with teams to identify areas for process improvement.
• Monitored customer feedback to identify trends and inform targeted quality enhancement initiatives.
• Identified root causes for defects by analyzing statistical data from test results, customer feedback and other sources.
• Trained and developed employees in effort to contribute to overall professional growth.
• Assisted in MIS reports by populating quality scores for individuals and teams submitted to internal management.
• Monitoring calls for the whole team and was also accredited as a Call Coacher.

Flipkart - Service Delivery

• CSE, handled customer queries in L1 & L2 & later was absorbed as Quality Analyst on merit basis
• Handling OJT for newly hired staff, with a focused approach of 100% call listening in initial days.
• Managing DRR & monthly Target as per business requirement.
• Giving feedback & coaching the staff on SOP's of customer interaction through calls & Emails.

Wealth Management - Private Equity

• Private Equity forms login to Securities.
• Co-ordinating with RTA's to find the CKYC compliant checking of the customer's
• Cross checking of KYC through CVL KRA
• Distributors Empanelment - calling up the distributors & setting up the meeting with sales person.
• Co-ordinating with MF operations team to login before daily Cut-off.

Wealth Operations

• Processing of applications of Private Equity & PMS Fund.
• Co-ordinating with AMC for the applications received.
• Checking of KYC documents submitted through applications.
• Checking with CVL KRA for KYC compliance.