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DISHA SOLANKI

@dishasolanki

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Quality Analyst with expertise in process improvement and team management.

India

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What I'm looking for

I am looking for a role that challenges me and allows for professional growth while utilizing my skills in quality management and process improvement.

I am a dedicated professional with a strong background in quality analysis and process improvement, primarily within the banking sector. My journey at Kotak Mahindra Bank has equipped me with the skills to monitor and enhance service levels, ensuring that teams adhere to quality assurance standards. I take pride in my ability to analyze data, provide constructive feedback, and facilitate coaching sessions that lead to significant improvements in team performance.

Throughout my tenure, I have successfully implemented process enhancements that have streamlined operations and elevated customer satisfaction. My proactive approach has allowed me to identify root causes of inefficiencies and collaborate with management to develop actionable solutions. I have been recognized as a top-performing officer multiple times, which reflects my commitment to excellence and my ability to drive results in a fast-paced environment.

Experience

Work history, roles, and key accomplishments

Deputy Manager - Quality Analyst

Kotak Mahindra Bank

Jun 2022 - Oct 2023 (1 year 4 months)

As a Deputy Manager - Quality Analyst, I monitored and evaluated calls to ensure adherence to service standards, provided feedback to improve officer performance, and conducted coaching sessions. I collaborated with supervisors to analyze call quality and implemented process improvements to enhance efficiency and customer satisfaction.

Quality Assurance Data Analysis Coaching Process Improvement Team Collaboration Reporting Customer Satisfaction

SME - Assistant Manager

Kotak Mahindra Bank

Dec 2021 - Apr 2022 (4 months)

In the role of SME - Assistant Manager, I worked on process improvements, coached officers, and ensured high KYC standards. I prepared daily performance reports and streamlined the KYC onboarding process to enhance customer satisfaction.

Process Improvement KYC Coaching performance reporting Team Management Customer Satisfaction Data Analysis Quality Assurance Communication Leadership

Assistant Manager - Video KYC

Kotak Mahindra Bank

Jun 2020 - Jan 2022 (1 year 7 months)

As an Assistant Manager in Video KYC, I conducted independent checks of KYC information during account openings, identified process improvement opportunities, and coordinated customer documentation for onboarding.

KYC Process Improvement Documentation Problem Solving Reporting Communication Teamwork Customer Service

CCU - Credit Card - Email Process

Kotak Mahindra Bank

Jan 2020 - Jul 2020 (6 months)

In the CCU - Credit Card Email Process role, I provided excellent customer service, maintained customer relations, resolved queries, and educated customers about their accounts and services.

Customer Service Relationship Management Documentation Communication Problem Solving Time Management Customer Education Teamwork MS Office

Education

Degrees, certifications, and relevant coursework

K.J Somaiya College of Arts & Commerce

Bachelor in Commerce, Commerce

2016 - 2019

Completed a Bachelor in Commerce, focusing on various aspects of commerce and business management. Developed skills in financial analysis, accounting principles, and business communication.