Prakash Sekar
Quality Analyst
Cuddalore,India
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
8
8
years of professional experience
6
6
years of post-secondary education
Work History
Quality Analyst
Teleperformance
Chennai, India
05.2021 - 08.2022
- Project 1: Signature Mandate
- Supported for an interim automation project for cheque validation
- Audited the mandate part set by maker and checker for authorization of customer's cheque validation in the signature capture application
- Provided coaching and trained the operation associate if anything missed to adhere the flow
- Drive the team to achieve the agreed SLA and maintaining quality standards Weekly reports to be rolled out across clients and management about the performance
- Calibration calls to be taken with my TM if any concerns we have in the complaints
- Project 2: Digital Transformation Services (DTS) Remediation
- Actually, this is the project about customer had opened the account through Mobile App and have to find any discrepancies in the internal system
- Maker have to verify the customer details and their employment status against with Passport and VISA
- If there is any mismatch between internal application and documents, we have to update with correct information for delivering quality services by quality team
Process Advisor
Barclays Global Shared Services Centre Private Limited
, India
06.2015 - 02.2020
- Managing control activity by validating issues and provide the root cause to the customer
- Assessing complete reviews by validating documents submitted by customers to ensure complaint operations
- Investigating complex payment issues and providing solutions to the customer
- Performed quality assurance to mitigate the risk Hands on experience in GPP - SWIFT payment and their Messaging Types (MT103, MT202)
- Disseminating Process change to the Team members for every week, consolidating internal quality and an error analysis report for every month to the team
- Queues to be monitored at the start of the shift and allocate the complaints to the colleagues to complete it within TAT
- Due to business requirements, I have trained and supported for couple of batches
- One batch from Teleperformance (IGS–
- AMBIT IT PARK, Chennai) and another batch from Barclays Global Service Centre with the members of 30.
Process Advisor
Teamlease Consultancy Services
Chennai, Tamilnadu
07.2013 - 06.2015
- Payment to be made after KYC checks completed properly
- Identification and Verification (ID&V) procedure has been followed and solving high priority complex problem cases
- Duplicate complaints to be checked and Identifying FRAUD accounts needs to be carried out with an internal tool
- We will make refund through cheque, BACS and SWIFT payments for the retail products like Mortgage, Loan accounts complaints
- Providing supports during the weekends due to high volume and providing high quality standards services to the customer
- Reconciliation reports to be generated for BACS payment
Education
B. Tech -
Kings Engineering College
08.2008 - 04.2012
H.S.C - undefined
St. Joseph's Matric Hr. Sec School
02.2007 - 04.2008
S.S.L.C - undefined
Kannan Matriculation School
01.2005 - 04.2006
Skills
LANGUAGE SKILLSMother tongue(s): TamilOther language(s): EnglishDIGITAL SKILLS
Payments / BACS / Customer service skills / Microsoft Office: proficient user of Word
Excel and Powerpoint / Team Handling / Power BI / Ability to learn quickly, listen and communicate with others
Correctly and motivated / Sorting and Processing of Inbound Correspondence (Cheques and General Queries)
Customer Services / Operations / KPI and performance Management / Risk assessment
Accomplishments
- Introduction to Data Analytics
- Certificate Provider: Simplilearn
- Certificate Code: 2873297
Additional Information
- HONOURS AND AWARDS
- Barclays Hi - Flyer Award (2014) Barclays I have received “Hi – Flyer “award for best quality and excellent productivity for the year.
- Barclays Badges (2017) Barclays I have received “Pace” badge for quicker solution for the complaints and couple of “Accuracy” badges for accurate case delivery Barclays Customer Quality Recognition Annual Award (2017) Barclays
- I have received a “CQA - Quality Recognition Annual Award 2017” for delivering best quality services to the customers Barclays Global Recognition (2019) Barclays This award for recognized globally for supporting payment team during business requirements.
Timeline
Quality Analyst
Teleperformance
05.2021 - 08.2022
Process Advisor
Barclays Global Shared Services Centre Private Limited
06.2015 - 02.2020
Process Advisor
Teamlease Consultancy Services
07.2013 - 06.2015
B. Tech -
Kings Engineering College
08.2008 - 04.2012
H.S.C - undefined
St. Joseph's Matric Hr. Sec School
02.2007 - 04.2008
S.S.L.C - undefined
Kannan Matriculation School
01.2005 - 04.2006