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Shital Parab

@shitalparab1

Quality Assurance Officer at Commonwealth Bank of Australia, reviewing 200+ customer interactions monthly to strengthen compliance.

India

Message

At Commonwealth Bank of Australia, I review more than 200 customer calls and chats each month against the CSD Risk Framework. I monitor Credit Risk policy adherence and escalate breaches with remediation plans.

I turn interaction data into business insights and performance benchmarks for frontline teams. I also track incidents and compliance exceptions with cross-functional teams, helping reduce repeat breaches.

At SBI Securities, I led and mentored a team of 12 across Inbound and Outbound divisions. I designed training that cut onboarding time by about 25%, and authored SOPs for more than five product and service rollouts.

Earlier, at Dealmoney Securities Pvt. Ltd. and ICICI Securities Pvt. Ltd., I handled customer service and prepared MIS reports. At ICICI Securities, I implemented process improvements that reduced turnaround time by about 20%.

Experience

Work history, roles, and key accomplishments

Current

Quality Assurance Officer

Current

Commonwealth Bank of Australia

Dec 2022 - Present (3 years 10 months)

Review 200+ customer calls and chats each month against the CSD Risk Framework to ensure regulatory and internal compliance. Monitor adherence to Credit Risk policy, escalate breaches, and produce business insights to improve quality outcomes.

Quality Assurance Risk And Compliance CSD Risk Framework Credit Risk Audit Data Analysis Incident Management Stakeholder Management Regulatory Audits Training and Development Excel FCRM MIS Reporting

Assistant Manager – Process Trainer & Quality Assurance

SBI Securities

Dec 2018 - Nov 2022 (3 years 11 months)

Led and mentored a team of 12 across Inbound and Outbound divisions, consistently exceeding quality benchmarks. Designed and delivered process training, authored SOPs, and audited calls and emails to improve compliance and first-contact resolution.

Team Leadership Mentorship Process Training SOP Design Quality Assurance Audit Compliance First Contact Resolutions Voice Blast Email Compliance Excel MIS Reporting

Senior Executive – Customer Service

Dealmoney Securities Pvt. Ltd.

Mar 2018 - Dec 2018 (9 months)

Resolved multi-channel queries and complaints within SLA, sustaining high satisfaction scores. Prepared daily MIS reports for management to support data-informed decisions.

Customer Service Query Resolution SLA Management MIS Reporting Communication Skills Excel

Associate – Customer Service

ICICI Securities Pvt. Ltd.

Nov 2016 - Mar 2018 (1 year 4 months)

Managed post-account-opening activities and customer modifications in FCRM with accuracy and regulatory compliance. Implemented process improvements that reduced turnaround time by ~20%.

Customer Service FCRM Regulatory Compliance Process Improvement MIS Reporting Turnaround Time (TAT) Reduction Excel