Summary
Overview
Work History
Education
Skills
Timeline
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Diya Pahuja

Quality Analyst
Mumbai

Summary

As a Quality Analyst with four years of experience, my career objective is to contribute to a team of committed individuals, fully utilizing my potential in a challenging and creative environment to drive quality outcomes.

Overview

16
16
years of professional experience

Work History

Quality Analyst

Motilal Oswal Financial Services
07.2022 - Current
  • Monitoring calls and providing feedback
  • Conducting Call Calibrations with the stake holders
  • Conducting a quality induction session for the OJT (on-the-job training) batch.
  • Conduct mock call sessions with the new users during training.
  • Conducting training and call review for bottom performers to improve the quality and business.
  • Prepare timely quality reports highlighting deficiencies and recommending corrective actions.
  • Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.

Maternity Leave

Maternity Break
06.2012 - 06.2022

Senior Executive

Asit C. Mehta Investment Intermediates Ltd
12.2010 - 05.2012
  • Monitoring calls, providing feedbacks
  • Attend call calibration sessions within the team
  • Conduct mock call sessions with new hires during training as well as OJT
  • Conducting training for bottom performers along with process tests
  • Provides feedback to team leaders and managers
  • Analyze and evaluate report trends and make recommendations for staff training needs to the higher management
  • Promoting a clear understanding of the importance of quality measures and control within the customer service and support industry
  • Provides weekly feedback to the agents


Associate – Quality Analyst, Customer Service Exec

Kotak Securities
05.2009 - 04.2010
  • Screens incoming and outgoing calls to ensure quality, customer service, and adherence to the policies and procedures of the organization Provides feedback to assist in the creation of performance improvement goals and the development of training programs.
  • Attend call calibrations.
  • To check if the CSR has used the right telephone etiquette and followed appropriate hold procedures and has a given a proper resolution for the customer's request.
  • (As a customer service executive)
  • Greet customers in a courteous, friendly, and professional manner using agreed upon procedures.
  • Placing orders on behalf of clients
  • Listen attentively to customer needs and concerns; demonstrate empathy.
  • Meet customer requirements through first contact resolution.
  • Also Handling Escalation Desk
  • Confirm customer understanding of the solution and provide additional customer education as needed.
  • Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.
  • Participate in activities designed to improve customer satisfaction and Business performance.
  • Provide answers and/or advice to customers based on their requirements and customer profile.
  • (Proxy for TL and handling OJT batch) Within 6 months after joining.
  • Was awarded with “Best Quality Customer Service” for the Quarter of, for maintaining accuracy in every task and overall best performance shown throughout the Quarter.
  • Also awarded with Certification for “Best Quality Customer Service” in Quarter 3 from Vertical Head
  • Received many appreciations from clients for solving their queries quickly, appreciated from the Managers and Team Leaders as well.
  • Also was the Top Performer on the floor for serving the clients in a better way for the past 6 months and achieved an (queen of the month internally award) every month.

Dealer

HDFC Securities
01.2008 - 02.2009
  • Trade over Phone Desk for, Online dealing with client including outstation clients.
  • Monitoring client's exposure
  • Ensuring client positions are tracked and regular calls made on stocks the clients have bought.
  • Confirmation of trades
  • To escalate the customer grievances / trade errors and to resolve it immediately.
  • Maintaining secrecy of the customer personal & trades data

Education

Bachelor of Commerce -

HR College of Commerce
Mumbai, India
04.2001 -

Higher Secondary Certificate (HSC) -

Shri M.D. Shah Mahila College of Arts And Commerce
Mumbai
04.2001 -

Secondary School Certificate (SSC) -

Smt. J. B. Khot High School
Mumbai, India
04.2001 -

Skills

    Operating Systems – Windows

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Timeline

Quality Analyst

Motilal Oswal Financial Services
07.2022 - Current

Maternity Leave

Maternity Break
06.2012 - 06.2022

Senior Executive

Asit C. Mehta Investment Intermediates Ltd
12.2010 - 05.2012

Associate – Quality Analyst, Customer Service Exec

Kotak Securities
05.2009 - 04.2010

Dealer

HDFC Securities
01.2008 - 02.2009

Bachelor of Commerce -

HR College of Commerce
04.2001 -

Higher Secondary Certificate (HSC) -

Shri M.D. Shah Mahila College of Arts And Commerce
04.2001 -

Secondary School Certificate (SSC) -

Smt. J. B. Khot High School
04.2001 -

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Diya PahujaQuality Analyst