Ajay D

• Conducted regular call audits to identify areas of improvement for KYC and Unsecured Lending, leading to increased customer satisfaction levels.
• Worked on EPIC reconciliation, monthly performance dashboard and represented the Voice QA team during hindsight meet with the stakeholders and senior leadership team.
• Worked on annual QMF (Quality Mainframe Methodology) to ensure smooth QA and business process.
• Worked on volume tracker, weekly and monthly planning for BAU QA activities to ensure monthly targets are achieved for the proposed monthly audits.
• Facilitated open communication channels between departments through QA huddles and 1 on 1 feedback for sharing best practices related to quality assurance methodologies, driving organizational success as a whole.
• Ensured compliance with industry standards and regulatory guidelines for quality management systems.
• Provided regular updates to leadership team on quality metrics by communicating consistency problems or production deficiencies.

• Conducted reasonable investigation on credit card fraud charges flagged by the customer and recover the funds from either merchant or customer based on the investigation outcome.
• Worked on VISA and Master card chargeback. Online and offline chargeback.
• Reviewing merchant documents after the dispute and working on pre arbitration.
• Worked on merchant disputes, high dollar accounts, loss approvals, pre arbitration.
• Analyzed data from various sources to identify unusual activity indicative of potential fraud or theft.
• Supported new hires during the OJT period with process training and handled teams during the blue print phase.
• Audits done for the new hires as a part of case reviews to ensure right decision was taken on the account.

Handled customer service calls for Expedia process. Real time resolutions for travel related issues with flight, hotel reservations.

Customer service for UK based merchant SKY. Semi technical and billing support voice process for UK telecommunication.

Handled calls for a domestic process Ji-Grahak. Mobile based application customer service. Dealt with travel bookings, online payments and shopping.