MEGHANA KAUSHIK
Bengaluru
Summary
Proficient Quality Analyst with experience handling and resolving critical quality problems using research abilities. Strong analytical, organizational and planning abilities. Consistently works with minimum supervision. Independent and self-directed.
Overview
7
7
years of professional experience
Work History
Quality Analyst
JP Morgan Chase & Co
11.2022 - Current
- Ensured compliance with company standards, regulations and procedures related to quality control.
- Collaborated with cross-functional teams to understand product specifications.
- Collaborated with Process Engineering and cross-functional teams to ensure that the Business procedures are updated to meet the regulatory requirements while remaining employee user friendly.
- Reviewed customer complaints, identified root causes and recommended outcomes to the business about process enhancements.
- Trained peers in auditing complaint journeys.
Relief Team Leader
JP Morgan Chase & Co
06.2021 - 11.2022
- Organized and assigned tasks to team members according to their skills.
- Responded quickly and effectively to customer inquiries and complaints in a timely manner.
- Resolved conflicts between members of the team in a professional manner.
- Monitored employee performance and provided constructive feedback as needed.
- Collaborated with other departments to ensure smooth operation of customer service activities.
Fraud Specialist IV
JP Morgan Chase & Co
12.2020 - 06.2021
- Owned multiple projects as part of controls to ensure that the regulatory requirement and the Service Agreements were met.
- Developed and implemented the Call Avoidance process
- Designed and developed training materials for new employees in the department in a virtual world.
Fraud Specialist II
JP Morgan Chase & Co
08.2020 - 12.2020
- Investigated and analyzed complex financial transactions for evidence of fraud.
- Worked on multiple projects as part of controls to ensure that the regulatory requirement and the Service Agreements were met.
Relief Trainer
JP Morgan Chase & Co
01.2020 - 08.2020
- Designed and developed training materials for new employees in the department.
- Provided feedback on employee performance based on observed results during training sessions.
- Created multimedia presentations using PowerPoint, video conferencing tools, and other software applications.
- Managed the technical setup for virtual classrooms, ensuring that all systems are functioning properly prior to class start time.
- Adapted teaching methods according to the needs of individual learners or groups.
- Unskilled employees in the different branches of the department.
Fraud Specialist I
JP Morgan Chase & Co
09.2017 - 01.2020
- I was the top Performer in Claims within 3 months of joining and consistently remained
- Coached and provided feedback to the new employee performance based on observed results during the on-job-training phase as the Subject Matter Expert in 2019.
Sales Advisor
[24]7 Customer
10.2016 - 09.2017
- Provided customers with information on products and services available.
- Consistently delivered top sales in credit card products
Education
Bachelor of Business Administration -
Amity University
06.2022
Skills
Applications:
- Proficient in Microsoft Tools
- Data Analysis - Excel, VBA, Python
- Six Sigma Methodology
- Proficient in JIRA
Professional skills:
- New Hire Training Material Development & Implementation
- Public Speaking
- Coaching & Mentoring Methodologies
- Risk Assessment
- Conflict Resolution
- Project Management
- Continuous Improvement
Project
June 2023 – Present
Process Engineering Workshops • International Consumer Banking• JP Morgan Chase & Co.
- Create, manage and track completion of JIRA tickets
- Partner with Business Stakeholders, Process Engineers and Process Enhancement team to streamline documented procedures.
June 2021 – November 2022
Approvals and Global Chat • Fraud Hotline Escalations • JP Morgan Chase & Co.
- Managed the Approvals project where we had 50+ employees working on releasing hold on High dollar checks with minimal losses.
- Managed the scheduling and support of the Global Chat where we had 20+ SMEs working around the clock supporting the enterprise with process related questions.
January 2021 – June 2021
Call Avoidance • Centralized Control Team • JP Morgan Chase & Co.
- Created the Call Avoidance Project in an Enterprise level as part of controls to monitor outliers while working from Home.
- Owned the entire project starting from creating sample size, assigning samples to employees, reviewing trend analysis, Deck preparation for the enterprise as part of Monthly Business Reviews.
January 2019– June 2021
Productivity Pillar • FCP Claims Phones • JP Morgan Chase & Co.
- Mentored outliers in in managing calls efficiently and assisted in overall decrease in call Handle Time.
- Created Learning modules for leadership to equip New Leaders in reviewing different reports of Productivity (Example: Missing Hours, Negative Time Management, Call Listening, NPW)
June 2018 – January 2021
Quality Pillar • FCP Claims Phones & Centralized Control Team • JP Morgan Chase & Co.
- Initially worked under leaders who managed the Quality Project and later grew to be an active leader in the workings of the project.
- Mentored outliers in process updates
- Highlighted Gaps with Quality Partners.
- Organized refresher trainings.
Philanthropy
Katalyst • September 2023 – Present
· Mentoring and coaching Engineering female student
YouthSeva • May 2020 – September 2020
· Mentoring and coaching students from different educational backgrounds for interviews
GoodWorks – School Kit Drive • October 2019
· Hosted the collection drive from the entire FCP Claims Phones department where employees donated School kit items/
GoodWorks – Paper bag Making • March 2019 – January 2020
· Organized and hosted monthly events for the Bangalore site where employees came together to make Paperbags for street vendors.
· Participated in Quarterly Paperbag distribution events.
GoodWorks – training session • January 2019 – Present
· Hosted weekly training sessions both in person and in virtual setup.
Awards
- Monthly and Quarterly Performance Awards in 2018 & 2019
- Selected and graduated LEAD - 2018
- IMPACT Award – 2019
- GoodWorks Volunteer Award – 2019
- EAW Award for Service Excellence – 2019
- EAW Award for Service Excellence – 2020
- Selected & Graduated Leadership Accelerated Program - 2020
- Portrait Award - 2021
- EAW Award for Service Excellence - 2021
- Best Team Award - 2022
- Pat on the Back – November 2023
Timeline
Quality Analyst
JP Morgan Chase & Co
11.2022 - Current
Relief Team Leader
JP Morgan Chase & Co
06.2021 - 11.2022
Fraud Specialist IV
JP Morgan Chase & Co
12.2020 - 06.2021
Fraud Specialist II
JP Morgan Chase & Co
08.2020 - 12.2020
Relief Trainer
JP Morgan Chase & Co
01.2020 - 08.2020
Fraud Specialist I
JP Morgan Chase & Co
09.2017 - 01.2020
Sales Advisor
[24]7 Customer
10.2016 - 09.2017
Bachelor of Business Administration -
Amity University
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