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Nurul Huda

Lead VRM - North East Zone | Ex-Quality Analyst, Ex-Inside Sales | Managing VRM Teams | Digital Banking, Team Leadership & Career Growth | Jana Small Finance Bank

Bengaluru

4+ years of work experience

Jana Small Finance Bank
Jun 20265 mosPresent

Bengaluru, Karnataka, India

Leading, coaching and managing a team of VRMs to achieve service, sales and quality targets - Driving customer acquisition through seamless digital onboarding and account management - Ensuring timely query resolution, customer retention and high CSAT/NPS - Driving cross-sell of CASA, FD, Loans, Insurance & Investment products - Monitoring call quality, productivity and compliance; conducting regular team reviews and trainings - Collaborating with product, ops and quality teams to deliver smooth virtual banking experience - Focused on building long-term customer trust and growing portfolio
Jana Small Finance Bank
Mar 20264 mosJun 2026

Bengaluru, Karnataka, India

Call Quality Monitoring – Monitor and evaluate VRM customer interaction calls to ensure high service quality and compliance with banking standards. Quality Scorecard Evaluation – Assess calls using predefined quality parameters such as communication, process adherence, product knowledge, and resolution. Feedback & Coaching – Provide constructive feedback to VRMs and conduct coaching sessions to improve performance. Compliance Monitoring – Ensure VRMs follow regulatory guidelines, internal banking policies, and data security standards. Root Cause Analysis – Identify recurring issues in customer interactions and suggest corrective actions. Quality Reports & MIS – Prepare daily/weekly/monthly quality reports and share insights with management. Training Support – Assist training teams in identifying knowledge gaps and improving training modules. Customer Experience Improvement – Work on strategies to enhance customer satisfaction and service quality. Calibration Sessions – Participate in internal calibration sessions to maintain evaluation consistency. Process Improvement – Recommend process improvements based on quality audit findings.
Jana Small Finance Bank
Feb 20233 yrs 2 mosMar 2026

Bengaluru, Karnataka, India

Contact and engage with potential customers through calls and digital channels to promote banking products and services. • Generate and qualify leads, understand customer requirements, and convert them into successful sales. • Achieve monthly and quarterly sales targets by maintaining strong customer relationships. • Explain product features, benefits, and eligibility criteria to customers clearly. • Maintain accurate records of customer interactions and sales activities in CRM/LMS systems. • Coordinate with internal teams to ensure smooth processing of customer applications. • Follow up with leads and customers to improve conversion and customer satisfaction. • Ensure compliance with banking policies and regulatory guidelines during the sales process.
Shoppers Stop
Jul 20225 mosNov 2022

Bengaluru, Karnataka, India

Handled daily billing transactions and processed customer purchases using POS systems. • Managed cash, card, and digital payments while ensuring accurate billing and transaction records. • Maintained proper cash balance and performed end-of-day cash reconciliation. • Assisted customers with billing queries, returns, and exchanges to ensure a smooth shopping experience. • Coordinated with the sales team to provide efficient checkout service and reduce customer waiting time. • Followed company policies for cash handling, billing accuracy, and customer service standards. • Maintained organized billing counters and ensured compliance with operational procedures.

Nurul’s AI Stack

gemini
gemini

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Headline

Lead VRM - North East Zone | Ex-Quality Analyst, Ex-Inside Sales | Managing VRM Teams | Digital Banking, Team Leadership & Career Growth | Jana Small Finance Bank

About

Experienced in call quality evaluation, coaching, and performance management, ensuring adherence to banking processes and regulatory compliance. Currently managing and monitoring the quality performance of 24 VRMs across India remotely, providing feedback and guidance to enhance customer service standards

Location

Bengaluru

AI stack

gemini

Work experience

Lead VRM at Jana Small Finance Bank, Jun 2026 - Present · 5 mos, Bengaluru, Karnataka, India, Leading, coaching and managing a team of VRMs to achieve service, sales and quality targets - Driving customer acquisition through seamless digital onboarding and account management - Ensuring timely query resolution, customer retention and high CSAT/NPS - Driving cross-sell of CASA, FD, Loans, Insurance & Investment products - Monitoring call quality, productivity and compliance; conducting regular team reviews and trainings - Collaborating with product, ops and quality teams to deliver smooth virtual banking experience - Focused on building long-term customer trust and growing portfolio

Quality Virtual banking at Jana Small Finance Bank, Mar 2026 - Jun 2026 · 4 mos, Bengaluru, Karnataka, India, Call Quality Monitoring – Monitor and evaluate VRM customer interaction calls to ensure high service quality and compliance with banking standards. Quality Scorecard Evaluation – Assess calls using predefined quality parameters such as communication, process adherence, product knowledge, and resolution. Feedback & Coaching – Provide constructive feedback to VRMs and conduct coaching sessions to improve performance. Compliance Monitoring – Ensure VRMs follow regulatory guidelines, internal banking policies, and data security standards. Root Cause Analysis – Identify recurring issues in customer interactions and suggest corrective actions. Quality Reports & MIS – Prepare daily/weekly/monthly quality reports and share insights with management. Training Support – Assist training teams in identifying knowledge gaps and improving training modules. Customer Experience Improvement – Work on strategies to enhance customer satisfaction and service quality. Calibration Sessions – Participate in internal calibration sessions to maintain evaluation consistency. Process Improvement – Recommend process improvements based on quality audit findings.

Senior Officer at Jana Small Finance Bank, Feb 2023 - Mar 2026 · 3 yrs 2 mos, Bengaluru, Karnataka, India, Contact and engage with potential customers through calls and digital channels to promote banking products and services. • Generate and qualify leads, understand customer requirements, and convert them into successful sales. • Achieve monthly and quarterly sales targets by maintaining strong customer relationships. • Explain product features, benefits, and eligibility criteria to customers clearly. • Maintain accurate records of customer interactions and sales activities in CRM/LMS systems. • Coordinate with internal teams to ensure smooth processing of customer applications. • Follow up with leads and customers to improve conversion and customer satisfaction. • Ensure compliance with banking policies and regulatory guidelines during the sales process.

Retail Cashier at Shoppers Stop, Jul 2022 - Nov 2022 · 5 mos, Bengaluru, Karnataka, India, Handled daily billing transactions and processed customer purchases using POS systems. • Managed cash, card, and digital payments while ensuring accurate billing and transaction records. • Maintained proper cash balance and performed end-of-day cash reconciliation. • Assisted customers with billing queries, returns, and exchanges to ensure a smooth shopping experience. • Coordinated with the sales team to provide efficient checkout service and reduce customer waiting time. • Followed company policies for cash handling, billing accuracy, and customer service standards. • Maintained organized billing counters and ensured compliance with operational procedures.