MOUNIKA CHINTALA
Hyderabad
Summary
Proven leader at Wipro Ltd, adept in risk investigation and enhancing team performance, I significantly reduced closure rates by 16% and improved note maker accuracy by 30%. Specializing in fraud detection and quality improvement, my strategic approach and mentoring skills drive operational excellence and compliance.
Overview
2
2
years of professional experience
Work History
Quality Analyst
Wipro Ltd
Hyderabad
11.2023 - 10.2024
- The main job responsibility of a quality analyst is to complete the audits, meet the production target, provide feedback to individuals, monitor, conduct the necessary sessions for alignment, and keep the quality scores of the team up.
- In order to maintain the quality scores of the entire vertical, which consisted of 80 HC, I am responsible for calibration among QAs every week and providing insights to training and operations with WOW quality.
- During BCP, due to restrictions on a few tools, our closure rate has gone up, and we have given a suggestion to the client where the closure rate was brought down by approximately 16%.
- I have improved the total team's note maker accuracy by approximately 30% by performing real-time audits and sharing feedback on a real-time basis.
- Handled the entire vertical quality for three months during the period of BCP in the absence of the team lead.
- Responsible for leading the Daily, Weekly, Monthly, Quarterly, and Quality Reviews with stakeholders.
- Taking responsibility for the team in the absence of the Team Lead.
- Maintained quality assurance procedure documentation.
Sr Risk Analyst
Wipro Ltd
Hyderabad
05.2023 - 10.2024
- Worked on escalations and difficult queues, fraud management, AML, quality auditing, and quality control.
- Handled multiple NHT batches with good throughput.
- Responsible for overseeing the daily activities of the team.
- Allocate work and tasks to the team.
- Hold daily team meetings (huddles), seeing the expectations.
- Ensure productivity is maximized through supervision, training, analysis, and feedback of performance data on a periodic basis.
- I provided mentoring for multiple new batches on-the-job training.
- Staying updated with the best training methods and modules.
- Preparing reports and analyses for BUG's.
- Preparing handover and batch release reports for operations and transition.
- To maintain reports circle-wise and measure effectiveness post 0 to 30 days of conducting refresher courses, complete daily tracking, including end-of-day course evaluations and trainee assessments.
- Handling escalations and preparing RCA.
- Monthly connects with the Leads and Quality team for the training needs that need to be fulfilled.
- Able to identify process gaps and initiate discussions with the internal team and client.
- Driving performance at the vertical level and ensuring that all client metrics are met as per the SLA.
Risk Analyst (Gpay US)
Wipro Ltd
Hyderabad
07.2022 - 05.2023
- Investigating user accounts using internal tools, and making decisions based on signals.
- Involved in peer reviews with team members.
- KYC verification of the user.
- Investigating and mitigating the AML to reduce losses.
- Participating in weekly case studies.
- Making decisions based on signals available in the internal tool and logical ways.
- Replying to the emails from the customers, which involve core investigation on accounts.
- Achieving targets with 100% quality and SLA consistently.
- Active participation in giving quality tips to the team, and keeping the team updated with the recent bug trends.
- Identify the fraud pattern, and update the team about signals.
- Used cost-containment tools safely and accurately to control risks.
- Investigated suspicious transactions as part of fraud prevention efforts.
Education
Bachelor of Arts - B.com(computers)
Sri Sarada Degree Women's College
Hyderabad05-2019
Skills
- Lead management
- Risk investigation
- Decision making
- Chargeback analyst
- Fraud detection
- OOB analyst
- RMS tool investigation
- AML and KYC Analyst
- Fraud Analyst
- Quality improvement
- RCA
- Audit processes
- Quality processes
- LexisNexis Operations
- Due diligence
- PEP status check
Areas of stength
● PreplanningNature
● GoodinCommunication
● PositiveThinking
Languages
Telugu
First Language
English
Proficient (C2)
C2
Tamil
Proficient (C2)
C2
Hindi
Advanced (C1)
C1
Maritalstatus
- Married
Accomplishments
- Promoted as QA on the basis of performance and quality percentage.
- Played a major role in the new project setup Gpay Brazil.
- Multiple appreciation mails from higher management.
- Awarded multiple times as a top performer for the Risk Analyst role and Quality Analyst.
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge and belief.
Timeline
Quality Analyst
Wipro Ltd
11.2023 - 10.2024
Sr Risk Analyst
Wipro Ltd
05.2023 - 10.2024
Risk Analyst (Gpay US)
Wipro Ltd
07.2022 - 05.2023
Bachelor of Arts - B.com(computers)
Sri Sarada Degree Women's College