Challa Sivapriya
Chennai
Summary
Economics graduate with over 2 years of experience in customer service and quality assurance within the banking sector. Demonstrated success as a Phone Banking Officer at Citi Bank and Axis Bank, consistently achieving high customer satisfaction scores. Recently advanced to Call Quality Analyst at Axis Phones , recognized for exceptional communication skills and strong performance in call monitoring and compliance. Skilled in identifying trends, providing actionable feedback, and driving performance improvements. Strong communicator with focus on enhancing customer satisfaction and operational efficiency. Proven ability to work collaboratively with teams to deliver high-quality results.
Overview
3
3
years of professional experience
Work History
Call Quality Analyst
Axis Bank
Chennai , India
09.2025 - Current
- Evaluated customer calls handled by Phone Banking Officers for quality and compliance.
- Assessed communication accuracy and adherence to scripts and policies.
- Scored interactions based on established quality criteria.
- Ensured compliance with RBI guidelines and Axis Bank internal standards.
- Identified communication risks and escalated process gaps to improve call quality and compliance.
- Provided constructive feedback, enhancing Phone Banking Officers' performance and customer interaction skills.
- Conducted coaching sessions and group training based on monitoring insights.
- Collaborated with team leaders to design and implement targeted performance improvement interventions based on monitoring insights.
Phone Banking Officer
Citi Bank / Axis Bank
Chennai, India
12.2022 - 09.2025
- Delivered exceptional service by addressing customer needs and recommending appropriate banking products, leading to increased customer engagement.
- Capitalized on cross-selling and up-selling opportunities to consistently exceed quotas.
- Resolved customer inquiries and complaints promptly, including management-level escalations, enhancing customer satisfaction.
- Guided customers in navigating banking systems and online tools for basic transactions, fostering independence and confidence.
- Demonstrated comprehensive understanding of banking products, including accounts, loans, and credit cards.
- Provided feedback to enhance processes related to phone banking activities.
Education
Bachelor of Arts - Economics
Ethiraj College for Women
Chennai, IN-TN2022
Skills
- Quality control procedures
- Compliance evaluation
- Call monitoring and performance assessment
- Customer satisfaction metrics
- Communication excellence
- Time management
- Call center operations
- Root cause analysis
Languages
English
Advanced
C1
Tamil
Elementary
A2
Telugu
Elementary
A2
Hindi
Beginner
A1
Timeline
Call Quality Analyst
Axis Bank
09.2025 - Current
Phone Banking Officer
Citi Bank / Axis Bank
12.2022 - 09.2025
Bachelor of Arts - Economics
Ethiraj College for Women