Varsha Bansal

Senior Service Quality & Process Excellence professional with over 10 years of experience in Banking, E-commerce, and US Debt Collection domains. Currently working as Senior Manager – Service Quality at Kotak Mahindra Bank, leading the NR (Non-Resident) banking process with responsibility for quality governance, compliance, and customer experience improvement. Strong expertise in Quality Audits, Lean Six Sigma, Root Cause Analysis (RCA), CX improvement (NPS, FTR), stakeholder management, Kaizen, and process improvement.

Senior Manager – Service Quality (NR Banking Process) at Kotak Mahindra Bank (2022-08 – Present)

• Leading NR banking process ensuring service quality, compliance, and customer experience.
• Conducting audits to identify gaps and improve processes.
• Driving CX improvements in NPS, FTR, and TAT.
• Delivering training and coaching programs.
• Managing calibration sessions and MIS reporting.
• Leading Lean and Kaizen initiatives.

Sr. Quality Analyst – US Debt Collection Process at Astra Business Global Services (2021-10 – 2022-07)

• Conducted speech analytics audits using Speech IQ.
• Managed client calibration sessions.
• Achieved 100% audit completion.
• Built dashboards for leadership reporting.

Sr. Quality Analyst – Flipkart Blended Process at Tech Mahindra (2019-09 – 2021-10)

• Audited 25–30 agents daily across voice and chat.
• Provided coaching and feedback.
• Prepared daily performance reports.
• Supported KPI alignment and calibration.

Quality Analyst – Banking (SBI) at Teleperformance (2016-03 – 2019-06)

• Monitored calls and provided feedback.
• Conducted floor quality activities.
• Participated in client calibration.
• Trained new joiners.

Customer Care Executive – Banking (SBI) at Serco (2014-11 – 2016-03)

• Handled inbound banking calls.
• Promoted to QA in 2015.

B.A. – Agra University (2015)

12th – UP Board (2012)

10th – UP Board (2010)