Hi, I’m
Parvez Qureshi
Client Ops Analyst Team Leader/Global Quality Audit/Account Specialist
Thane
Summary
Resourceful Account Support Specialist with a proven track record of high productivity and efficient task completion. Skilled in client relationship management, problem-solving, and data research. Excellent communication, teamwork, and adaptability to thrive in dynamic work environments. Systematic Quality Assurance Manager with expertise in devising and implementing effective quality procedures, standards, and specifications. Highly skilled at specifying quality requirements by monitoring SOP, risk identification, process automation
Overview
22
years of professional experience
2026
years of post-secondary education
4
Certifications
Work History
JP Morgan Services India Private Ltd
Client Ops Analyst Team Leader/Global Quality Audit
11.2022 - Current
Job overview
- Auditing Business Accounts/ Private Banks Accounts/ Corporate Accounts/ Institutional Accounts for Product Implemented by Client Service & Implementation Team across all regions (NA/EMEA/APAC/LATAM)
- Identifying Risk Rating selected for all the products and maintenance request as per Risk Rating Matrix
- If correct risk rating is not selected then highlight the respective Representative/VP/ED/MD for Remediation
- Research and Analysis on Doc Package prepared by the create team and core documents collected by the implementation and service representative as per risk matrix and product and procedure matrix and SOP
- Reviews: ACH NACHA, APAC email review, APAC LSS Review, Canada DDA Account Opening, Canada Disclosures, Canada Disclosures Interest, CIB System Implementation - NA Region, CIB TIM PaySource - EMEA and NA Regions, Commercial Card Closures, Commercial Card TC Closure, EMEA LSS( Liquidity Solution Specialist), KYC Review, Quarterly Review, RDC (Remote Deposit Capture), ICL (Image Cash Letters); RLC (Remote Lockbox Capture) Review, Risk Authentication Review, Trade Implementation Review, Zurich Branch Approval
- Products: USD Fund Transfer- Set up & Maintenance (Drawdown, SOFTI, Swift Initiated Wires, Swift Statement Reporting), JP Morgan Access – Set up & Maintenance (Payment - Account Transfer, Payment – ACH, Payment – Wire/Book Transfer, Payment Control Centre – ACH Transaction Blocking, Statement Centre, Pay source- Set up & Maintenance, Trade Implementation – Product Corporate(Import LC, Export LC, SBLC/ Guarantee Issuance, Loans, Collections, Standby Advising), Product FI – (Trade Loans, Advising – SBLC/ Guarantee, Export LC, Confirming Standby Guarantee Reissuance, Export LC confirmation)
- SME: Subject Matter Expert System Testing, ACH NACHA, Training for New Joiners
JP Morgan Services India Private Ltd
Account Specialist
12.2018 - 10.2022
Job overview
- Cross Skilled for Credit Card and Retails Clients
- Handling Inbound calls for Credit card and Retail customer queries like payments, statements, balance transfers, collections, fraud, dispute, promotions, redemptions, benefits and marketing rewards etc.
- Side by Side call monitoring to help team members reduce on AHT
- Update on Daily and monthly process to the team
- Coaching new joiners during OJT and transition phase to production floor
Pair Globe Services Private Limited
Team Advisor
01.2015 - 12.2017
Job overview
- Generating Leads by interacting with Business Owners, Taking Escalation calls, Training new team members
Tech Mahindra Business Services
Lead Advisor Retention
10.2005 - 11.2014
Job overview
- Accountable for improving the Quality & Efficiency of the new advisors in the team
- Responsible for driving and increasing Quality and CSAT metrics based on self and TC monitors for new advisors in the team
- Collate feedback and create Personal Improvement Plan for the new Advisors in the team, action it & track progress of the advisors based on the Personal improvement plan
- Ensure that the Product / Process knowledge of the team and self is constantly updated & also run fortnightly Product / Process Test for the team
- Handle escalations within the team, collate escalations & provide recommendations to reduce escalations and resolve customer complaints
- Taking Troubleshooters training with the teams so as to improve product knowledge, which Leads to resolution
- Drive AHT, Productivity, Call tagging within the team
- Being a leader for IVR competition within the team
- Being member of case assigning, audit, errors, IVR call listening, breaks management, credit and downtime management, debrief, weekly team activity team within the team
Wipro BPO Ltd.
Technical Associates
10.2003 - 11.2005
Job overview
- Taking escalated calls
- Worked along with Quality Team to implement corrective actions and behavior on calls so as to improve quality in calls
- Taking Technical Sessions with the teams and POC's so as to improve product and technical knowledge, this leads to better MSI
- Monitoring of smart transfers so as to bring revenue to the client, and meet the targets consistently
Education
Symbiosis Skills And Professional University
B.Com from Commerce
University Overview
- Currently pursuing graduation from Symbiosis Skills and Professional University
- 6th Semester
Mumbai University
Diploma from Electronics/Telecommunication
Maharashtra
Class XII
University Overview
GPA: 62%
Maharashtra
Class X
University Overview
GPA: 66%
Skills
Client Relationship Management
Retention Rate Improvement
Customer Service Skills
Quality Assurance
Quality Standards Evaluation
Client-Centric Approach
Internal Audit Proficiency
Customer Satisfaction Analysis
Certification
Programming in Pascal & C - Programming
Accomplishments
- Learning and enhancing on LLM Suite and Tableau
- Applauded for philanthropy events
- Applauded for being a part of Retail Cross-skilled Pilot Batch
- Applauded for being best performer for Raising The bar
- Applauded for Aspire to inspire recognition- Ace of All Initiatives
- Business knowledge Accelerator specialization [Finance fundamentals- How does banks makes money, SOTF Business Knowledge Accelerator Market Knowledge, Intuition Primer Asset class, SOTF Business Knowledge Accelerator Types Of Risk, SOTF CIB At a Glance, Welcome to CCB, Finance Fundamentals Introduction to commercial banking, Welcome To Asset and Wealth Management, Intuition Corporate Finance- An Introduction, Finance Fundamentals - Introduction to Treasury & Chief Investment Office, SOTF Business Knowledge Accelerator Resources And Template]
- Applauded for best team of the year 2021
- Applauded for Best performer for CRO and Retention across the line of business in the year 2019
Activities
- GYM and Indoor games
- Listening to music
- Swimming
Timeline
Client Ops Analyst Team Leader/Global Quality Audit
JP Morgan Services India Private Ltd
11.2022 - Current
Account Specialist
JP Morgan Services India Private Ltd
12.2018 - 10.2022
Team Advisor
Pair Globe Services Private Limited
01.2015 - 12.2017
Lead Advisor Retention
Tech Mahindra Business Services
10.2005 - 11.2014
Technical Associates
Wipro BPO Ltd.
10.2003 - 11.2005
Mumbai University
Diploma from Electronics/Telecommunication
01.2000
Maharashtra
Class XII
01.1996
Maharashtra
Class X
01.1994
Symbiosis Skills And Professional University
B.Com from Commerce
07.2025