Deepthi Mahadevaiah

• Develop and update training materials, including manuals, slides, and process documentation, to reflect changing regulations and best practices
• Training new hires on process as per agreed timelines
• Providing support to trainees in OJT and tracking performance on a regular basis
• Lead refresher training sessions and compliance updates in response to regulatory changes, such as updates to Fair Credit Reporting Act (FCRA) or other legal standards
• Monitor performance metrics and provide ongoing feedback to trainees, ensuring optimal learning outcomes and process adherence
• Handling Multiple batches from new Hires to OJT
• Sharing constructive feedback on performance with trainees on timely basis
• Rolling out Process knowledge assessments on monthly basis and sharing observations
• Performing internal audits to monitor health of process and sharing feedback with agents
• Analyzing process gaps and EWS closely, providing refresher training and tracking performance on same
• Closely work with Operations to identify process gaps and areas of improvement to streamline process

Projects Handled:

Automation for a hot client

• Providing inputs for automation of quality monitoring tool
• Sharing rules based on standard operating procedure followed in process and calibrating with RPA team to code rules for automating audit process
• Testing tool with modified data, historical data and sharing output with RPA team for improvising accuracy of tool performance

Enhancing Quality for High-Profile Client

• Developed comprehensive work report to analyze state laws and assess potential for reportability using detailed matrix
• Conducted thorough research to identify key compliance requirements and aligned them with client-specific standards

Change Management – Streamlining Updates and Approvals

• Streamlined the process for submitting and approving Ad hoc updates, ensuring clear guidelines and faster approvals through effective training on prioritization and documentation
• Trained teams on the Early Warning System (EWS) to ensure timely approvals for critical updates, reducing delays and improving overall project efficiency

Achievements:

• 2 “Accountable and Empowered” received for handling batches, sharing reports, and ensuring batch handled moves to BAU as per OJT schedules
• “2 Spot Awards” received for handling automation process for hot client
• 2 Result Focused Award received for working with US team for training of Adjudication process
• Conducted thorough evaluations of existing training programs, allowing for targeted improvements and increased effectiveness.

• Identifying process gaps and providing process improvement ideas
• Streamline process gaps/ improvements by coordinating with US team
• Identifying and flagging Early Warning System in the process
• Providing and Presenting analysis and reports on weekly and monthly basis via graphical representation
• Conducting the calibration with the Operations team
• Performed root cause analysis to identify and resolve quality issues and defects.
• Conducting special audits based on client requirements
• Lean project on top error contributor for process, solution resulting in error reduction of approx 20% of overall errors
• Collaborated with cross-functional teams to develop and implement process and system improvements.
• Mentored junior Quality Assurance team members, fostering a learning environment that promoted skill development and knowledge sharing among colleagues.

Project handled-Automation Process for hot client

• Providing inputs for the automation of quality monitoring tool
• Sharing rules based on the standard operating procedure followed in process and calibrating with RPA team to code the rules for automating the audit process
• Testing the tool with modified data, historical data and share the output with RPA team for improvising accuracy of tool performance

Achievements:

• “Raising Star Award” for delivering excellence in the probation period
• 2 “Spot Award” received for recognizing and flagging the EWS and Process improvement ideas critical for Business
• “Accountable and Empowered” received for handling the automation process with the regular BAU activities
• “Alchemist Award” received for handling the automation process for UHG Client and delivering the outcome as per requirement
• Collaborated with cross-functional teams to ensure seamless integration of quality standards throughout the product lifecycle.

• Ensuring that reference checks are completed for the final candidate as per requirement
• Assisting the team to achieve the set target, motivating the team to meet set targets in terms of production and quality, tracking the performance of the team, updating the team on new implemented process
• Providing updates on process to the team on day-to-day basis
• Conducting team huddles every day and discussing the performance of the team
• Providing feedback to the team on errors received and coaching them
• Conducting training sessions on refreshers, process updates to bridge process gap
• Preparing reports and work on the areas of improvement
• Coordinate with the team to complete the given task
• Creating training plan for the bottom quartile performers to reach the set expectations

Achievements:

• “Accountable and Empowered” for responsibility taken in handling the new team
• “Best Floater Award” for effective role in reassignment of work, helping team to meet the set target

• Research online for the criminal and traffic cases filed against the job applicants
• Consolidate the further data i.e., case details in a specified format for different categories as required by the client
• Handling checks for specific High alert clients
• Achievements: “Spot Award” for outperforming set target with 100% quality

• Responsible for resolving early delinquency
• Addressing customer inquiries and providing outstanding customer service
• Handle loan related customer inquiries, over loan servicing for pre foreclosure to delinquent accounts
• Handle insurance and tax related quires (ESCROW) of customers
• Appropriately follow up with customers when commitments for payment are not met
• Offer long term resolutions to customers to resolve delinquency