Jagdeep Shukla
Quality Assurance and Process Improvement professional with 6+ years of experience in the broking and financial services industry, specializing in call audits, process compliance, risk mitigation, and customer experience enhancement. Currently serving as Assistant Manager – Quality at Indusind Securities, leading and providing training and guidance to a team of Service Managers to ensure operational and Service excellence. Expert in driving quality frameworks across voice, email, chat, and ticket channels, with a proven track record of reducing customer queries by 25% through strategic FAQ revamps and process optimization. Skilled in Six Sigma (Green Belt), RCA, and process mapping, I excel at delivering structured solutions through high-impact audits, MIS reporting, and stakeholder collaboration to drive continuous improvement nationwide.
- Executed comprehensive quality audits across email, chat, and calls, achieving a consistent 100% quality compliance rate
- Spearheaded and mentored a team of Service Managers, delivering ongoing training that elevated performance by 30%
- Optimized FAQ content, driving a 25% reduction in customer queries and enhancing first-time resolution rates by 10%
- Collaborated with management to pinpoint process gaps, leading to a 20% decrease in recurring errors through targeted training
- Strengthened risk mitigation by instituting procedures that curtailed unauthorized trading, conducting 50+ pre/post-trade audits monthly
- Navigated regulatory compliance by leading SEBI and internal audits, effectively managing high-level escalations and policy updates
- Enhanced digital customer experience by conducting usability testing, resolving operational delays, and reducing friction points by 15%
- Directed strategic data reporting by maintaining MIS dashboards, providing timely quality reports to senior management weekly
- Guided clients on products, plans, and charges to enhance their decision-making.
- Managed Voice of the Customer to deliver tailored solutions for client inquiries.
- Assisted clients in opening their online accounts when they encountered issues during calls.
- Created sales reports with graphs and charts to visualize key data insights.
- Maintained an Excel spreadsheet to track personal account opening data and conducted follow-ups.
- Spearheaded call audit operations for northern regions, increasing sub broker pre-trade record submissions by 30%
- Conducted comprehensive audits of sub broker calls, successfully preventing unauthorized trades and ensuring 100% compliance
- Analyzed daily call recordings to secure pre-trade confirmations, enhancing accuracy of trades placed by sub brokers by 25%
- Implemented compliance procedures in alignment with SEBI regulations, achieving a 95% adherence rate among sub brokers
- Executed de-mopping of client codes when compliance procedures were violated, safeguarding client interests and maintaining integrity
- Managed the de-mopping and remapping processes for over 50 client codes, streamlining operations for sub brokers
- Resolved sub broker inquiries effectively, improving response time by 40% and fostering better communication
- Updated the management information system for auditing, enhancing data accuracy and accessibility for compliance reviews
- Proactively participated in team building initiatives, consolidating files to ensure timely and efficient submission to management
Focused on reducing Customer Service Turnaround Time (TAT) and improving First Call Resolution rates. Led a cross-functional team to analyse processes using Lean Six Sigma methodologies, resulting in a 25% reduction in TAT and a 30% increase in First Call Resolution rates.
Automated Customer Operations processes to enhance efficiency and accuracy. Utilized advanced data analysis techniques, achieving a 40% reduction in manual effort and improving process cycle time by 50%.