ASHUTOSH KANNAUJEEYA

• Payments & Claims Operations • Payment Processing & Investigation

• Transaction/Case Review • Customer & Operations Query Resolution

• Risk & Escalation Handling • SLA / TAT / Quality Management

• Process & SOP Adherence • Trade Lifecycle

• Clearing & Settlement • AML / KYC Fundamentals

• Securities & Derivatives • OTC & Listed Products

• Risk Management • Team Support & Query Resolution

• Technical & Infrastructure Support
• DNS, Email & Network Troubleshooting
• Website & CMS Maintenance
• Security & Incident Management
• Managed Services & Tier 2 Escalations

• Analyzed processes to identify opportunities for reducing AHT and provided actionable feedback.
• Supported agents in meeting quality and average handling time targets.
• Monitoring calls & Audits to provide effective feedback.
• Do analysis of live audit and share scores with strong and positive feedback.
• Conducted training needs analysis to enhance team capabilities and performance.
• Conduct brainstorming regularly with all stakeholders for process improvement.
• Conducted internal calibrations to promote understanding of QC parameters among operation and quality team.
• Conducted calibrations with clients to align on quality standards.
• Compiled and presented daily/weekly quality reports to track team performance and compliance.
• Demonstrated understanding of agile methodology and traditional workflows.
• Do host Process Knowledge Test [PKT] on monthly basis to improve understanding of process knowledge.

• Processed data to support critical asset operations at a leading private bank. for a critical asset operation for a leading private bank.
• Within 1 Year, I was moved to the QA Activities Included: Validation of KYC Documents; Income Calculation and CIBIL Report Validation for facilitating the completed cases for credit decisioning.
• Collaborated with QC Lead to report, sample, and audit data for associates.
• Mentored trainees in Commercial Vehicle and Commercial Equipment Lending.