Niharika Bihara
Having over 8+ years of experience in Training & Quality across banking and insurance sectors. Aspiring for a career in an organization that provides professional growth, best utilizing my skills and abilities.
- Role
- Training and Quality Manager at HDFC Bank
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Niharika Bihara
TRAINING & QUALITY MANAGER HDFC Bank / Aug 2022 – Present Roles and…
Experience
Training and Quality Manager
Aug 2022 — Present · IN
Responsible for monitoring and maintaining quality and compliance Identifying bottom quartile in the team, creating an action plan andproviding training and refresher as needed Handling certifications for new hires by conducting training and OJTalong with post refresher sessions Providing effective feedback post call audit to Relationship Managersfor improving their call quality and performance Conducting Supervisor reviews on CRM checks and email audits Publishing reports on quality observation and deviation on weeklyand monthly basis Call calibration conduction on monthly basis with team managers toensure that variance is less than 5% Root cause analysis (RCA) to identify process gaps, closely investigateinternal escalation and close loop with action plan Implementing refreshers and morning huddles on product andprocess update Initiating red alert email on process deviation Regulating call listening sessions for process improvement Conducting certifications on new products and processes fortrainers Ensure improved NPS (Net Promoter Score) of the unit by closelytracking customer responses Creating training content for new products and processes
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