Mahesh Ramagiri

Hyderabad

Summary

Reliable and Dedicated Quality Assurance Professional with 6 years of extensive experience in financial services and a history of recognition for performance.

Overview

years of professional experience

Work History

Senior Quality Assurance Specialist

Goldman Sachs

03.2024 - Current

Performed end-to-end quality audits across Fraud, Disputes, Payments & Reconciliations, Advocacy and Specialty Operations teams to ensure accuracy, compliance, and adherence to US credit card regulations.
Conducted routine monitoring and targeted reviews of call and chat interactions and case creations to identify compliance issues, process deviations, risk exposures, and customer-impacting errors.
Executed audits on Quality Analysts in BPO to verify scoring consistency and adherence to guidelines.
Trained and supported Junior QA specialists on audit processes, documentation standards, and compliance expectations.
Coached internal agents and outsourced agents on identified errors, providing feedback and remediation guidance to improve accuracy, compliance adherence, and overall case-handling quality.
Led internal calibration sessions to align teams on operational expectations, improve decision consistency, and strengthen process understanding.
Acted as the first point of contact for keystone disputes raised by BPO partners, providing clear clarification on policies, procedures, and case-handling requirements.
Collaborated with Change Management to identify gaps in knowledge articles and workflows to improve process clarity and operational accuracy.
Created and published weekly and monthly audit reports, error trends, and root-cause insights for leadership and business review discussions.
Recommended process improvements to reduce repeated errors, improve operational efficiency, and strengthen customer experience.

Quality Assurance Professional

Foundever - Wise

08.2022 - 02.2024

Conducted onboarding sessions and training for new employees, ensuring adherence to quality guidelines and business processes
Performed regular audits of agent conversations and provided detailed feedback through the Quality Tool (Klaus).
Colloborated with internal QA teams and Vendor QA Specialists to maintain consistency in scoring and ensure high-quality assessments.
Worked with cross-functional teams to ensure customer queries were handled consistently and customer expectations were met.
Recommended, implemented, and monitored corrective and preventive actions to meet quality assurance standards.
Published and presented QA reports to stakeholders, and shared weekly feedback with team leads and managers.
Identified gaps in product knowledge and quality, supported the Product Trainer in designing refreshers or improvement plans, and provided coaching, suggestions, and action plans for bottom-quartile agents.
Tracked and updated QA scores, process updates, documentation, and quality-related data on JIRA and Confluence, ensuring the Vendor QA Confluence space remained up to date.

Customer Service Professional

Foundever - WISE

12.2019 - 08.2022

Handled and reviewed cases related to transactions, multi-currency accounts, account management, plastic and digital cards, error resolutions, KYC, fraud, RFI, CDD, EDD and other compliance review items based on regions and regulations.
Communicated with customers through emails and chats to ensure customer satisfaction and provide professional customer support.

Education

BCom - Computer And Applications

Aurora's Degree College

Hyderabad, India

Skills

Core Skills:

Case Reviews & Quality Assessments: Experienced in reviewing Fraud, Disputes, Payments & Reconciliations, Specialty Operations cases, and evaluating call and chat interactions to ensure accuracy, service quality, and compliance
US Credit Card Regulations: Good understanding of compliance requirements and quality checks related to US regulations for credit cards
Error Identification & Remediation: Skilled at identifying errors and implementing remediations
Coaching & Training: Strong ability to train internal and outsourced agents, including junior Quality Analysts
Process Improvement & RCA: Skilled in finding recurring issues, performing root cause analysis, trend analysis using 7 QC tools and suggesting improvements to reduce errors
Cross-Functional Collaboration: Able to work effectively with internal teams, BPO partners, and stakeholders
Reporting & Analysis: Proficient in preparing audit reports, tracking error trends, and sharing insights with leadership

Tools:
LexisNexis
Core Card
PEGA ( Disputes and Collectios)
Remitco
MS Office Suite
Verint

Personal Information

Accomplishments

Best Customer Service Professional – 2021 (Foundever)
Best Quality Assurance Professional - 2023 (Foundever)

Timeline