Nandini Jena
Officer Quality Analyst
About
Working as a Officer Quality Analyst for HDFC Home loan department
Experience
Officer Quality Analyst - HDFC Sales Private Ltd
(2022-07 - 2025-12)
Working as a Officer Quality Analyst for HDFC Home loan department
- Sharing feedback to PAN India Advisors
- Publishing Analysis like short calls, and sharing weekly, monthly basis reports
- Sharing improvement trend with Operation and Quality team
Quality Analyst - TELEPERFORMANCE PRIVATE LIMITED
(2019-04 - 2022-05)
Promoted as a Quality Analyst
- Monitoring calls, doing calibration's with Operation and clients
- Analyzing Root cause and providing effective solutions to minimize error count
- Conducting BQ Management Program
- Publishing weekly basis Analysis with operations and client's
- Monthly dip check is done on New updates
- Sharing ideas for process Improvement
- Arranging Rewards and Recognition for Top Performer's
- Call observation is shared as per the process requirements of Not Interested / Non converted leads
- Feedbacks are shared on real time basis
- Monthly preparing Quadrant Analysis as per data shared by MIS / Operation team
- Sharing MTD DQR report, TNA, Feedback, CAP Appreciation tracker, Fatal Tracker, MTD – Analysis, Escalation tracker, Quality Monthly Update
Associate - INTELENET GLOBAL SERVICES PRIVATE LIMITED
(2018-01 - 2019-04)
- Handling calls , sending mails regarding New Membership, Renewal, service related to clients
- Helping clients in data upload, download
- Cross selling CIBIL services
- Guiding how to read Individual and Commercial reports
- Handling escalated Queries
Customer Service Associate - HEXAWARE TECHNOLOGIES PRIVATE LIMITED
(2016-05 - 2017-11)
Worked as a Customer Service Associate from 2016 to 2017 for Australian Visa Process
- Interacting with Client about the eligibility criteria, documentation, fees, appointment charges, processing Time, status etc…
Customer Service Associate - WNS PRIVATE LIMITED
(2014-09 - 2016-04)
Flipkart E- Commerce process
- Help the customer's with their queries
- Guide them online for refund/ replacement process as well registering complaint
- Helping the customer's to do online Trouble shooting steps, placing order's and helping with the current order status
Customer Service Associate - FIRST SOURCE SOLUTIONS LIMITED
(2013-10 - 2014-08)
Worked for Axis Bank Credit Card Process
- Handling customer service related queries like informing about Additional charges, bill statement, credit card Activation/ Blocking/ Replacement, Auto debit Facility
- Also pitching them to convert the high value transaction amount into to EMI also dealing with end no of queries
Education
B.Com - SNDT college (2013)
