SIMRAN MANVA
AHMEDABAD
Summary
Driven Quality Analyst with a proven track record at LENDINGKART FINANCE LIMITED, enhancing operational efficiency through rigorous audits and collaboration with Tech and Product teams. Excelled in data analysis and training implementation, significantly improving agent performance and process compliance. Expert in MS Excel and customer focus, adept at identifying and resolving process gaps.
Overview
2
2
years of professional experience
Work History
Quality Analyst
LENDINGKART FINANCE LIMITED
AHMEDABAD
01.2023 - Current
Quality Analyst
January 2023 – Present
- Loan Specialist Department (1.5 Years): Conducted regular audits using various patterns to identify loopholes and enhance operational efficiency.
Led briefings and refresher sessions for a team of 25 to 30 agents to keep them updated on processes and compliance standards.
Held BQ (Below Quartile) sessions to improve the performance of low-performing agents.
Conducted dip check activities and Product Knowledge Tests (PKT) to ensure knowledge. Collaborated with the Tech and Product teams to address and resolve gaps identified during audits.
- Acceptance/Agreement Generation Team (3-4 Months): Continued auditing and process improvement initiatives while coordinating with cross-functional teams.
- Customer Service Team (Current): I manage ticket creation audits through Zoho, and collaborate with the Product team to streamline processes.
Audit RBI escalated cases at the Nodal and Grievance levels, identifying and resolving process gaps.
Conducted base rate audits for the financial year, as the company required. - Facilitated training sessions for new employees on product
Quality Analyst
ETECH GANDHINAGAR
GANDHINAGAR
08.2023 - 12.2023
Skills
- Auditing and Monitoring
- Tools and Software: Zoho Desk, Callgzen, Jira, and credit templates
Quality management systems (QMS)
CRM platforms and dashboards
- Data Analysis: Root cause analysis (RCA)
Trend identification and performance reporting
Gap analysis and process improvement recommendations
- DocumentationFlowchart creation to simplify processes
Report compilation for stakeholders
Knowledge base and training material preparation
- Compliance and Standards: Adherence to company and regulatory standards (eg, RBI guidelines)
Ensuring process compliance and alignment with SLAs
Projects
- Credit-Stuck Cases: Led efforts in resolving credit-stuck cases, resulting in significant business profit.
- Feedback to Coaching Conversion: Experimented with a performance-improvement initiative for 150 agents by categorizing them into four performance buckets (willing and able, willing but unable, unwilling but able, and unwilling and unable), leading to targeted coaching and enhanced performance.
- Process Simplification: Developed flowcharts to simplify and streamline internal processes.
- Website Corrections: Collaborated with the Product team to identify and implement corrections on the Lendingkart website.
- Fraud Detection: Identified fraud and document tampering in loan applications, improving overall security and integrity.
- Below Quartile Training: Provided specialized training for below-quartile performers to enhance their performance and meet targets.
Affiliations
Training and Quality Team
- Conducted training batches, including quality sessions for new recruits.
- Led soft skill sessions to improve communication, with a focus on enhancing English language proficiency.
- Organized and managed call listening sessions to ensure communication standards.
- Participated in Operations and TNQ meetings, providing insights to improve overall performance.
- Meetings with Credit team , Tech team and Product Team
Accomplishments
- Rockstar Performer (OND 2023): Recognized among a team of 30 for excellence in hygiene, KRA achievement, target completion, discipline, and process optimization.
- Operations Team Appreciation: Commended for resolving credit-stuck cases, driving significant business profitability.
Soft Skills
- Communication: Conducting feedback sessions and refresher training.
Coaching and mentoring agents (performance-based buckets).
Handling escalations with professionalism and diplomacy.
- Problem-Solving: Identifying and resolving process loopholes.
Creating action plans for performance improvement.
Collaborating with tech and product teams for issue resolution.
- Team Leadership: Managing training batches and team briefings.
Leading projects (e.g., credit-stuck case handling).
Building and executing strategies for agent performance improvement.
Educational Background
- Bachelor of Engineering (BE) in Electronics and Communication
Government Engineering College, Modasa - Higher Secondary and Schooling
Shri J.B. Shah English Medium School
Languages
English
First Language
Hindi
Intermediate (B1)
B1
Gujarati
Intermediate (B1)
B1
DECLARATION
- I hereby declare that all information provided in this CV is true and correct to the best of my knowledge
Timeline
Quality Analyst
ETECH GANDHINAGAR
08.2023 - 12.2023
Quality Analyst
LENDINGKART FINANCE LIMITED
01.2023 - Current
Similar Profiles
CHETAN SENGARCHETAN SENGAR
Associate Director – Co-Lending Partnership at LendingKart Finance LimitedAssociate Director – Co-Lending Partnership at LendingKart Finance Limited
NANDAN CHAUDHARYNANDAN CHAUDHARY
Cluster Manager at LENDINGKART FINANCE LIMITEDCluster Manager at LENDINGKART FINANCE LIMITED
SANDEEP SAMADHAN TAYDESANDEEP SAMADHAN TAYDE
Senior Manager - Account Operations at Lendingkart Finance LimitedSenior Manager - Account Operations at Lendingkart Finance Limited
JITENDRA MEHTAJITENDRA MEHTA
Field Sales officer at Lendingkart finance limitedField Sales officer at Lendingkart finance limited
AKASH SINGHAKASH SINGH
Fenergo Developer (US Bank) at Amiseq India Private LimitedFenergo Developer (US Bank) at Amiseq India Private Limited