Jhanavi VP

Support the QA Team Lead in managing day-to-day quality assurance operations and ensuring adherence to defined standards. Oversee daily QA operations, including case reviews, audits, and feedback mechanisms. Handling team responsibilities in the absence of the Team Lead. Act as the point of contact for quality-related escalations. Assist in planning and executing quality control strategies and audit schedules. Provide guidance, training, and real-time feedback to QA analysts and operations teams. Assist in onboarding and upskilling team members to improve quality performance. Monitor team productivity and support in achieving KPIs and SLAs.

• Perform case audits, call monitoring, and file reviews to ensure accuracy and compliance. Identify defects, highlight trends, and support root cause analysis (RCA). Ensure consistent application of quality scorecards and evaluation criteria.

• Strong analytical ability to identify risks and propose mitigation strategies. I have excellent contract drafting and negotiation skills.

• Assisted in risk assessments and compliance audits for underwriting processes. Prepared process manuals for the risk mitigation process.

• Promoted to Senior Analyst, responsible for internal quality checks, daily reporting, and team support, leading to a 20% reduction in errors over the past 12 months.

• Conducted quality evaluations to identify process gaps, prepared Root Cause Analysis (RCA), and implemented process improvements, resulting in a 30% increase in customer satisfaction.

• Provided constructive feedback, documented findings, and designed solutions to reduce errors and improve customer service, which contributed to a 25% improvement in team performance.

• Trained over 50 new hires, facilitated team meetings, and coordinated fun activities as part of the Employee Social Responsibility (ESR) initiative, leading to a 15% improvement in team morale.

Lead and manage end-to-end bridging loan processing, from application intake to completion. Supervise a team of underwriters/processors to ensure timely case progression and SLA adherence. Supported team leadership in managing day-to-day banking operations, ensuring workflow efficiency. Build strong relationships with internal and external stakeholders to improve turnaround times (TAT). Handled escalated customer issues and ensured timely resolution within defined SLAs. Designed and delivered training programs for new joiners to improve system proficiency and service quality. Executed risk management pilot initiatives to reduce operational risk exposure while promoting strong team collaboration and employee engagement. Managed the team with TL absence with weekly and monthly reporting.

• Supported Team Leadership in managing day-to-day operations, workflow efficiency.

• Handled escalated customer issues, ensuring resolution within defined SLAs.

• Played a key role managing the team and in delegation of work. Also played a key role in new process improvement and in migration of new process.

• Designed and delivered training programs for new joiners, improving system proficiency and service quality.

• Executed risk management pilot initiatives, reducing operational risk exposure.

• Promoted strong team collaboration and engagement.

Manage day-to-day administration of active mortgage accounts. Managed process like, Accounts maintenance, redemption, term extension and reduction, transfer of equity, capital calculation and change of company ownership. Ensure accurate account updates in internal systems.

· Strong analytical and problem-solving skills

· Knowledge of UK mortgage regulations

· Attention to detail

· Customer service mind-set

· Proficiency in Excel and financial systems

• Served as a cashier at the front desk, handling an average of 100+ customer transactions per day, ensuring quick resolution of queries and maintaining a high level of customer satisfaction.

• Assisted in resolving 98% of customer queries on the spot, enhancing retention and reducing wait times.