Summary
Overview
Work History
Education
Skills
Profile
Languages
Timeline
Generic

Megharaj Venkatesh

Bangalore

Summary

Skilled in analyzing call recordings, providing constructive feedback, and collaborating with teams to drive performance improvements. Adept at identifying training needs, developing quality standards, and implementing process improvements to enhance customer satisfaction and operational efficiency.

Overview

12
12
years of professional experience

Work History

Quality Analyst

Activeo Celtycs (Razorpay)
Bangalore
10.2023 - Current
  • Experienced KYC Quality Analyst with extensive expertise in reviewing customer profiles and documentation to ensure strict compliance with regulatory requirements and internal policies.
  • Proficient in verifying customer identities through multiple sources, including government-issued IDs and business documentation, to maintain adherence to Know Your Customer (KYC) standards.
  • Skilled in preparing comprehensive compliance reports, documenting findings, and providing clear recommendations based on risk assessments.
  • Adept at identifying compliance risks, collaborating with teams to implement corrective measures, and driving continuous improvements in KYC processes.
  • Experienced in conducting pre-onboarding audits and ensuring merchants' KYC activation through proper documentation collection during account registration in Razorpay..
  • Additionally, I am proficient in handling post-onboarding audits by addressing account discrepancies, such as refunds, settlements, and account-related queries.
  • Regularly conducts call calibration sessions with the team, analyzing errors, sharing feedback, and recommending process improvements to optimize efficiency and ensure compliance.

Quality Analyst

NoBroker Technologies Solutions Pvt. Ltd
Bangalore
12.2018 - 10.2023
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Performed random sampling inspections to verify adherence to customer standards.
  • Developed and maintained quality assurance procedure documentation.
  • Created and revised procedures, checklists, and job aids to reduce errors.
  • Prepared working papers, reports, and supporting documentation for audit findings.
  • Trained new employees on accounting principles and company procedures.
  • Responded to customer concerns and worked on the root cause analysis for the issue.
  • Worked on the refunds raised by the team, checked for the cause, and processed further.
  • Checked on the root cause for the issue raised on social media by the cx and acknowledged the issue through a call.
  • Necessary feedback and action points were suggested for the social media cases.
  • Worked on the life cycle of the entire sales and servicing part provided to the customer.
  • Checked on the work audits of the juniors and gave necessary feedback to improve the audit methods.

Customer Service Executive

NoBroker Technologies Solutions Pvt. Ltd.
Bangalore
07.2017 - 12.2018
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Consistently achieved daily and monthly goals and objectives.
  • Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
  • Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
  • Helped customer to list their properties in website and explained on value added services.
  • Helped large volume of customers every day with positive attitude and focused on customer satisfaction.
  • Trained at least 2-3 new hires every month to perform cross-training exercises.

Event Organizer

Nine Yellow Events
Bangalore
02.2015 - 04.2017
  • Participated in strategy development and planning to grow organizing program and advance campaigns.
  • Wrote e-mails, promoted events via social media and drafted phone scripts to recruit volunteers.
  • Fostered collaborative efforts to schedule, host, and facilitate events and identify further opportunities to reach members of community.
  • Coordinated schedules and timelines for events.
  • Performed event coordination for larger parties and gatherings.
  • Reviewed event bills to confirm accuracy and approve payment.

US Sales Planning Pack

HIBU
Bangalore
06.2014 - 10.2014
  • Identifying customer needs, pitching relevant service and also ensuring they have a pleasant experience.
  • Worked for 5 months as US sales website edit and post.
  • Developed, maintained and utilized diverse client base

Operations Executive

Shine Educational Service
Bangalore
05.2013 - 05.2014
  • I distributed learning materials and assisted teachers with classroom management to maintain a positive learning environment. Additionally, I provided personalized support to individual students.

Education

Bcom -

St.Aloysius International University

High School Diploma -

SSMRV PU College
Bangalore

Skills

  • Team handling
  • Leadership and management Skills
  • Process improvement
  • Willingness to learn
  • Compliance audits and checklists
  • Root Cause Analysis
  • Call calibration
  • KYC compliance
  • Feedback delivery

Profile

Quality Analyst

Languages

  • English
  • Kannada
  • Hindi
  • Telugu
  • Tamil

Timeline

Quality Analyst

Activeo Celtycs (Razorpay)
10.2023 - Current

Quality Analyst

NoBroker Technologies Solutions Pvt. Ltd
12.2018 - 10.2023

Customer Service Executive

NoBroker Technologies Solutions Pvt. Ltd.
07.2017 - 12.2018

Event Organizer

Nine Yellow Events
02.2015 - 04.2017

US Sales Planning Pack

HIBU
06.2014 - 10.2014

Operations Executive

Shine Educational Service
05.2013 - 05.2014

Bcom -

St.Aloysius International University

High School Diploma -

SSMRV PU College

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Megharaj Venkatesh