Binteasad Syed
Training & Quality Lead
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About
Results-driven Training & Quality professional with 7 years and 10 months of experience, including 6 years and 10 months in Training, Quality, Process Improvement, and Customer Experience Management within Banking and Customer Service industries. Skilled in training management, quality enhancement, stakeholder management, process optimization, onboarding, coaching, and performance improvement.
Experience
Training and Quality Manager - HDFC Bank
(2024-05)
- Led end-to-end training programs for Virtual Relationship Managers (VRMs).
- Implemented quality monitoring frameworks and evaluation scorecards.
- Enhanced NPS, FCR, and customer satisfaction through targeted coaching.
- Managed onboarding, certifications, LMS compliance, and refresher programs.
Trainer - Teleperformance
(2022-11 - 2024-01)
- Conducted product, process, and behavioral training sessions.
- Improved CSAT response rate and supported achievement of 99% CSAT.
- Managed OJT performance and conducted escalation handling workshops.
Training & Quality Lead - Concentrix Daksh Pvt Ltd
(2021-01 - 2022-11)
- Managed training and quality operations across customer service processes.
- Conducted coaching, calibration, and process improvement initiatives.
- Led Hall of Fame recognition and advisor development programs.
Trainer - Concentrix Daksh Pvt Ltd
(2019-07 - 2020-12)
- Delivered training, refresher sessions, and OJT support.
- Conducted soft skills and communication workshops.
Transaction Monitoring Officer - Concentrix Daksh Pvt Ltd
(2018-07 - 2019-06)
- Conducted compliance verification and transaction monitoring activities.
Education
B.Sc - Biology - Swami Vivekanand Shubharti University
12th - English - Maharashtra Board
