AL SAMIT

Seasoned Internal Quality Audit & Compliance Manager with 12+ years of expertise in Internal audit, risk management, and regulatory compliance (Reg E & Z) within the financial services and chargeback industry.

• Designed and implemented a structured Internal Quality audit framework for risk-based assessments, ensuring adherence to network regulatory guidelines (Visa, Mastercard, Cirrus etc).
• Developed and led financial and operational audits, evaluating internal controls, risk exposure, and compliance adherence across diverse functions.
• Reviewed and strengthened internal controls, governance mechanisms, and operational policies, ensuring compliance with industry regulations and corporate risk frameworks.
• Led risk assessment initiatives, identifying potential financial and operational threats while implementing proactive mitigation strategies.
• Developed and implemented control mechanisms to strengthen compliance standards and improve error detection, reducing operational and financial risks through in-depth root cause analysis using 5 Whys and data-driven risk assessment methodologies such as OMF based audits to identify vulnerabilities and implement corrective action plans.
• Oversaw outsourced internal audit activities, managing vendor partnerships with companies like Genpact, Teleperformance, and Sutherland to ensure effective audit execution and risk mitigation.
• Collaborated with senior leadership and cross-functional teams to discuss audit findings, develop remediation plans, and ensure timely implementation of corrective actions.
• Designed data-driven dashboards and reporting frameworks, translating complex audit insights into actionable recommendations for senior management.
• Conducted regulatory gap assessments and compliance testing, ensuring adherence to PCI standards and risk frameworks.
• Led UAT testing and system enhancements to ensure seamless compliance integration before rollouts.

Key Achievements

• Developed risk policies, ensuring continuous monitoring, governance, and compliance with evolving regulatory requirements.
• Strengthened risk control mechanisms, reducing compliance deviations and enhancing organizational risk resilience.
• Optimized internal audit workflows, improving process efficiency, risk visibility, and audit execution timelines.
• Successfully led complex internal audit engagements, identifying and mitigating high-impact risks to safeguard financial and operational integrity.

Team Leadership and Development

• Oversaw employee management, including hiring, training, optimization, and performance.
• Mentored Assistant Managers and coached the team members on process improvement through best practices.
• Supervised and delegated tasks to employees to meet key targets.
• Managed team by offering support and constructive feedback to improve skills and maximize potential.

At the Assistant Manager Quality level, I leveraged my experience to effectively manage team performance.

• Managed a team of 15 Quality Analyst and ensuring SLA audit targets.
• Prepared weekly rosters, tracked attendance, and ensured process compliance.
• Provided feedback, coaching, and training on process updates and organizational changes.
• Presented dashboards and conducted Quality performance reviews with leadership.
• Implemented process improvements and organized calibration and error-sharing sessions.
• Held meetings for performance planning and team engagement activities.
• Managed appraisals, motivation, and retention, including process knowledge tests and leave tracking.
• Collaborated with leaders, briefed the team on policies, and issued corrective actions.
• Maintained the team database and conducted development training.

As a Senior Analyst, I specialized in managing Chargeback & Payments management.

• Analyzed and managed quality service, prepared dashboards, and presented data in weekly and monthly business reviews.
• Conducted quality audits, daily/weekly error sessions, and documented root cause analysis for action plans.
• Certified Quality Auditor for Chargeback, Merchant Representment, Arbitration, and account balancing as per Reg E and Z.
• Held regular meetings with offshore and onshore teams for process reviews, improvement validations, and documentation updates.
• Led monthly calibration sessions, generated quality service level reports, and managed variance reports for stakeholders.
• Validated internal/external feedback, reviewed losses, and provided feedback to associates.
• Conducted monthly performance reviews with bottom quartile agents to develop improvement plans.

In my role as a Fraud Analyst, I led fraud investigations, resolved disputes.

• Processed and investigated fraud-related transactions, transferring balances to fraud accounts within deadlines.
• Managed chargebacks using codes per US Regulations Z & E, and reviewed re-presentments, pre-arbitrations, and arbitrations.
• Maintained daily operation deliverables, UPH targets, and quality standards.
• Mentored pre-OJT teams and updated managers on process and performance.
• Met daily and monthly SLA targets, and coached OJT batches on the floor.