Priyanka Aaher
Pune
Summary
Quality manager specializing in training, quality monitoring, and auditing. Achieved 99% qualification and certification rates through effective training program implementation, enhancing sales effectiveness and operational excellence. Expertise in driving performance improvement and compliance initiatives.
Overview
4
4
years of professional experience
Work History
Assistant Manager
Poonawala Fincorp Limited
08.2023 - Current
- Coordinated daily training operations and ensured smooth execution of training programs.
- Conducted call audits and provided one-on-one coaching sessions to improve trainee performance and productivity.
- Facilitated onboarding and training of new hires on company policies, processes, and quality standards.
- Created and managed NHT Batch IDS and coordinated system access requirements for new trainees.
- Prepared and shared training coverage reports, performance trackers, and program updates with stakeholders.
- Organized regular team meetings to discuss progress, challenges, and action plans.
- Supervised daily training activities, assigned responsibilities, and monitored completion of learning objectives.
- Provided continuous guidance and support to trainees and junior team members to enhance their professional development.
- Collaborated with cross-functional teams to ensure timely completion of training-related processes and documentation.
- Maintained training records, attendance reports, and certification trackers with high accuracy.
Quality Analysis
DBS Mintek Pvt Ltd
05.2022 - 07.2023
- Implemented quality improvement initiatives, resulting in enhanced team performance and process adherence.
- Published Daily, FTD (First Time Deposit), and MTD (Month-to-Date) performance dashboards for effective tracking and reporting.
- Conducted call listening, dip checks, and quality audits to ensure compliance with organizational standards and regulatory requirements.
- Delivered real-time coaching and constructive feedback to agents, driving improvements in productivity and target achievement.
- Handled escalation calls and converted customer objections into potential sales opportunities through effective communication and negotiation.
- Facilitated calibration sessions with internal and external stakeholders to ensure consistency in quality evaluation standards.
- Analyzed quality trends and performance gaps, conducted Training Need Identification (TNI), and recommended targeted learning interventions.
- Prepared and maintained internal and client-facing MIS reports, quality reports, and performance dashboards for management review.
- Monitored key performance indicators (KPIs) and identified actionable insights to improve customer experience and operational efficiency.
- Collaborated with operations and training teams to implement corrective action plans and continuous improvement initiatives.
Education
Bachelor of Commerce - Costing & Accounting
Tikaram Jagannath Arts, Commerce & Science College
Khadki, Pune04-2020
Higher Secondary Certificate - Commerce
Smt. C. K. GOYAL ARTS AND COMMERCE COLLEGE
Khadki, Pune02-2017
Secondary School Certificate -
Lal Bahadur Shastri High School
Khadki, Pune02-2015
Skills
- Team supervision
- Quality assurance
- Quality monitoring
- Data analysis
- Problem solving
- Time management
- Conflict resolution
- Team motivation
- Training coordination
Languages
- English
- Hindi
- Marathi
Timeline
Assistant Manager
Poonawala Fincorp Limited
08.2023 - Current
Quality Analysis
DBS Mintek Pvt Ltd
05.2022 - 07.2023
Bachelor of Commerce - Costing & Accounting
Tikaram Jagannath Arts, Commerce & Science College
Higher Secondary Certificate - Commerce
Smt. C. K. GOYAL ARTS AND COMMERCE COLLEGE
Secondary School Certificate -
Lal Bahadur Shastri High School