Yadav Binu

Results-driven Quality Analyst with 3.5+ years of cross-functional expertise in customer service excellence, quality assurance, and process optimization. Proven success in leading audits, reducing error rate and driving customer satisfaction score at WIPRO Limited (HDFC Bank). Currently enhancing quality frameworks as Sr.

Quality

Analyst at WIPRO Limited (HDFC Bank).

Senior Quality Analyst (Promoted from Junior Quality Analyst) - HDFC Bank

(2025-04)

• Lead end-to-end quality audits for customer service operations, ensuring 100% compliance and client-specific SLAs.
• Created and revised procedures, checklist in process consistency and reduced error disputes.
• Incorporating training manuals, provide training and provided support in escalations.
• Redesigned QA checklists and workflows, reducing process discrepancies by 25% within 6 months.
• Mentor 10+ team members on quality benchmarks, error resolution, and compliance protocols.
• Collaborate with cross-functional teams to implement corrective actions and audit accuracy by 98%.

Quality Analyst - HDFC Bank

(2023-01 - 2025-04)

• Audited 1,000+ monthly customer interactions, aligning with ISO standards and reducing error rates.
• Trained 50+ Supporting Engineers on quality parameters, enhancing team productivity.
• Revamped feedback mechanisms, improving calibration alignment between operations and training teams by 98%.
• Quality Champion Award: (Oct 2023): Recognized for resolving 500+ tickets/month with 98% accuracy.
• Performance Booster Award (April 2024): Surpassed resolution targets by 20% through proactive awareness session with support engineer for customer engagement.
• Customer Obsession Award (Nov 2024): Ranked #1 QA for achieving 95% client satisfaction on audits.
• Performing ticket quality checks to ensure accuracy and process compliance.
• Auditing tickets for proper documentation, and timely resolution.
• Identifying errors and providing feedback to improve team performance.
• Preparing quality reports and highlighting recurring issues.
• Ensuring adherence to organizational quality standards and SLAs.

Master of Technology (M.Tech) - Information Technology - Birla Institure of Technology and Science, (BITS Pilani) work Integrated Learning Program(WILP) Wipro

Bachelor of Science (BSc) - Information Technology - S.M. Shetty College (Mumbai University) (2022-07)