Nikky Keniya

Quality Assurance and Process Excellence Leader

• Controlled costs by tracking and validating compensation calculations of disputes using Salesforce.
• Played a key role in RBI regulatory audits, supporting audit discussions, compliance reviews, and the closure of observations.
• Maintained compliance by ensuring Standard Operating Procedures (SOPs) and board policies were updated across all processes.
• Directed multiple process improvement projects (e.g., Delink Logs, Test & Trail, commerce platform testing, and system migration streamlining).
• Built real-time quality dashboards and MIS reports with anomaly analysis to support data-driven decision-making and continuous process improvement across operations.
• Led end-to-end QA initiatives, including Training Needs Analysis (TNA/TNI), Quality Improvement Plans (QIP), and performance monitoring.
• Delivered communication training to the Ops team, and led RCA training sessions for QA and Ops.

Accomplishments & Awards:

• Star of the Quarter (Q2 2025): Awarded for the Delink Automation project, which improved efficiency and saved 2 hours per week in processing time.
• Spotlight Award (Q1 2024): Honoured for exceptional performance and delivering consistent quality results.
• Rookie of the Year Award (2023): Recognized for phenomenal performance and outstanding contribution within the first year.

• Managed RBI Ombudsman, social media, and legal escalation cases, ensuring strict compliance with regulatory standards and avoiding penalties.
• Managed multiple MIS reports to meet both business and RBI requirements, tracking dispute trends, user ID creation, and escalations to ensure adherence to quality and TAT.
• Educated credit institutions and HR teams on data submission formats (OLM) and verification processes, improving accuracy and dispute resolution timelines.
• Coordinated with internal teams and external stakeholders to resolve queries effectively, building strong client and verifier relationships.

Accomplishments and Awards:

• One Equifax Award (Q1 2021): Acknowledged for demonstrating customer-first values by retaining key clients through timely dispute resolution, multiple process improvements, and deployment.
• Champ of the Month (July 2020): Honored for extraordinary contribution and going beyond standard expectations.
• Star Award (May 2020): Recognized for enhancing and sharing analysis for Xiaomi cases.

• Registered shipment details and updated key documents, including purchase orders, forwarder cargo receipts, container load plans, ISF, AMS, and EDI filings.
• Interpreted and executed various client-specific IOPs (Internal Operating Procedures) and developed process flow charts for standardized operations.
• Collected, verified, and consolidated critical shipping documents (commercial invoices, packing lists, bills of lading, container manifests, etc.) Into a single file for customer portal uploads.
• Coordinated with team members to manage daily work status and challenges, while training juniors to ensure accuracy, efficiency, and compliance in documentation processes

• Coordinated extensively with the front office and customers, addressing queries and ensuring smooth shipment operations.
• Prepared and maintained shipping documentation including purchase orders, container stuffing records, bills of lading, and forwarder cargo receipts.
• Ensured each Bill of Lading was accurately triggered with the correct ISF (Importer Security Filing) parties, compliant with US Customs regulations, and delivered correctly to customers.
• Spearheaded efficiency initiatives by driving Kaizen contributions and implementing Value Stream Mapping (VSM), resulting in FTE savings, process stabilization, and streamlined operations.

• Handling daily data entry of clients.