UDDHAV TAKALE
Navi Mumbai
Summary
Dynamic Quality Analyst with a proven track record at IDFC FIRST Bank, excelling in service quality analysis and performance auditing. Spearheaded initiatives that enhanced customer experience and drove process improvements, while effectively managing underperforming agents. Recognized for elevating team performance and ensuring compliance with banking regulations.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Quality Analyst
IDFC FIRST Bank
11.2019 - Current
- Conducted call evaluations and managed call calibration schedules to uphold quality standards.
- Oversaw performance audits for 50+ agents, ensuring adherence to service quality metrics.
- Coordinated initiatives aimed at continuous enhancement of customer phone experience.
- Identified training needs through quality audit insights, boosting team performance.
- Analyzed processes continuously to implement operational efficiency improvements.
- Drove innovation in service delivery by streamlining operational procedures.
- Ensured compliance with banking regulations and industry standards rigorously.
- Managed underperforming agents, fostering development for stronger team performance.
Senior Relationship Manager
ICICI Direct
06.2018 - 11.2019
- Managed customer base of 550, consistently achieving monthly business targets.
- Recognized as 'Best Rookie - Insurance Segment' in 2018 for outstanding performance.
Education
PGDM - Finance
06-2018
BBA - Finance & Financial Management Services
06-2016
Skills
- Service quality analysis
- Performance auditing
- Team training
- Customer experience enhancement
- Banking sales management
- Process improvement
Certification
- Customer Due Diligence: AML Controls and Procedures, Udemy
- NISM-Series-V-B: Mutual Fund, National Institute of Securities Markets
- IRDA Certification, Insurance Institute of India
Accomplishments
- ACE Award: Power of One, IDFC FIRST Bank (2023-2024)
Timeline
Quality Analyst - IDFC FIRST Bank
11.2019 - Current
Senior Relationship Manager - ICICI Direct
06.2018 - 11.2019
Shree Chanakya Education Society, Indira School of Business Studies - PGDM, Finance
Sir Parshurambhau College - BBA, Finance & Financial Management Services
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