Rintu Joseph
Hyderabad
Summary
Seasoned Subject Matter Expert and Process Trainer with over 10 years of experience, and a knack for delivering high-quality results. Leveraged deep knowledge in respective fields to drive process improvements and innovation, enhancing overall productivity. Strengths include strong analytical skills, problem-solving abilities, and excellent communication skills that aid in bridging gaps between technical and non-technical teams. Previously contributed significantly towards business growth by implementing strategic initiatives based on industry trends and best practices. Excel in communication, problem-solving, and adaptability, ensuring seamless project execution and team collaboration.
Overview
4
4
years of professional experience
Work History
Senior Quality Assurance Administrator
Wells Fargo
Hyderabad
09.2023 - Current
- Perform monthly quality reviews for various teams, ensuring task execution aligns with standard operating procedures across varied scenarios.
- Audit 65–70 email cases per month (from a pool of 500–1,000) within a 5-day SLA, assessing accuracy, compliance, and process adherence.
- Document and report findings using structured scorecards; highlight deviations, and share detailed insights with team leadership for validation and remediation.
- Drive quality awareness by supporting leadership in implementing corrective actions based on validated procedural misses.
Learning and Development Trainer
Wells Fargo
Hyderabad
09.2022 - 09.2023
- Delivered end-to-end training programs for new hires in the Frauds and Claims Management – Debit Card process, including role orientation, tool usage, and procedural walkthroughs.
- Conducted comprehensive sessions on customer service excellence, focusing on empathy, policy communication, professional tone, and best-in-class service standards.
- Facilitated learning not just for frontline agents, but also for manager-level staff, ensuring consistent service delivery across experience levels.
- Achieved a 100% pass rate across training batches, with an average L1 trainee feedback score of 75%, reflecting high engagement and content effectiveness.
- Adapted training methods to align with learner profiles, ensuring optimal knowledge retention and skill application on the production floor.
Training SME
Amazon Development Center
Hyderabad
06.2021 - 09.2022
- Delivered structured training to new hires on the TRON process, which involved analyzing video footage from robotic fulfillment centers to identify the accurate stowing of products using cognitive ability.
- Facilitated 2–3 training batches per month, each spanning two weeks, covering process concepts, tool usage, accuracy benchmarks, and productivity expectations.
- Achieved an average 80% training pass rate, successfully transitioning candidates to the pre-production phase, with strong process readiness.
- Acted as a neutral auditor in escalated disputes between the Quality Assurance and Production teams; reviewed scenarios independently, and provided authoritative judgment to maintain process integrity.
- Maintained batch-level documentation, tracked learning outcomes, and collaborated with stakeholders to iterate and improve training material based on learner feedback, and audit findings.
Education
Bachelor of Science - Computer Science
AAR Mahaveer Engineering College For Wome
Hyderabad09-2014
Intermediate - Mathematics
St. Francis Junior College For Women
Hyderabad05-2010
High School - SSC
Seventh Day Adventist High School
Hyderabad03-2008
Skills
- Quality assurance
- Regulatory compliance
- Process auditing
- Data analysis
- Training development
- Customer service
- Team collaboration
- Attention to detail
- Critical thinking
- Change management
- Customer focus
- Training and mentoring
- Expertise in subject matter
- Project management
- Business development
Key Contributions
Senior Quality Assurance Administrator - Wells Fargo (2023 - current)
- Supported RCSA (Risk & Control Self-Assessment) calls by preparing walkthrough decks, supplying data, and providing SME-level insights to senior leadership
- Identified and reported outdated procedures; raised JIRA tickets, and authored revised steps, ensuring documentation integrity
- Designed a materiality matrix in Excel to help EBCE teams distinguish between material and non-material high-risk audit findings
- Led monthly calibration calls, presented review performance metrics, and aligned stakeholders on quality outcomes
- Acted as the primary SME for procedure redlines and guide updates, ensuring all changes reflect operational best practices
- Spearheaded a new end-to-end QA project, including procedure drafting, scorecard creation, and go-live readiness
- Conducted process walkthroughs for new joiners and peers, and represented the QA team in organization-wide Know Your Team sessions
Amazon Development Center - customer service (2014 to 2017)
- Started as a chat associate; cross-trained for phone (UK, IN) and email/chat (US) during seasonal peaks
- Promoted to communication trainer; trained two batches per month on resolution writing and empathy in customer calls
- Served in the Escalation Desk, handling complex cases and guiding Tier 1 and Tier 2 agents on refunds and returns
Amazon Development Center - Kindle Direct Publishing (2017 - 2021)
- Supported authors on publishing, royalties, and content issues; led the resolution of 2,214 follow-up cases across 29 agents, with a 76.62% positive response rate
- Handled over 200 sensitive account merge cases as a subject-matter expert
- Raised multiple process improvement tickets, saving $2.9K–$3.1K annually by reducing handle time and contact volume
- Served as a POET for 2 years: process trainer and SME, with 4.25 out of 5 feedback and a 52 out of 60 delivery score
- Mentored struggling peers, boosting performance to 100% positive feedback within two weeks
Accomplishments
Awards and recognition
- Customer Delight Award (2017): highest positive responses via email
- Extra Miler Award (2019 and 2020): for process ownership and gap-bridging initiatives
- MVP – Most Valuable Player (2020): peer-voted for consistent contribution and reliability
Affiliations
- Gaming enthusiast
- Anime buff
- Community service
- Culinary crafter
- Volunteering
Timeline
Senior Quality Assurance Administrator
Wells Fargo
09.2023 - Current
Learning and Development Trainer
Wells Fargo
09.2022 - 09.2023
Training SME
Amazon Development Center
06.2021 - 09.2022
Bachelor of Science - Computer Science
AAR Mahaveer Engineering College For Wome
Intermediate - Mathematics
St. Francis Junior College For Women
High School - SSC
Seventh Day Adventist High School
Similar Profiles
PATRICIA M. SCHERERPATRICIA M. SCHERER
Regional Bank Private Banker II at Wells Fargo Bank / Wells Fargo AdvisorsRegional Bank Private Banker II at Wells Fargo Bank / Wells Fargo Advisors
Andrew S. HollenbachAndrew S. Hollenbach
Collateral Valuation Analysis at Wells Fargo Home Mortgage and Wells Fargo Bank NACollateral Valuation Analysis at Wells Fargo Home Mortgage and Wells Fargo Bank NA
Laxmikanth ChittampallyLaxmikanth Chittampally
Senior Operational Processor at Wells Fargo India Solution PVT Ltd, Wells FargoSenior Operational Processor at Wells Fargo India Solution PVT Ltd, Wells Fargo
Mayank OberoiMayank Oberoi
Financial Accounting Associate/ Alteryx SME at Wells Fargo International Solutions Private LTD (Wells Fargo)Financial Accounting Associate/ Alteryx SME at Wells Fargo International Solutions Private LTD (Wells Fargo)
Abhiram MedavarapuAbhiram Medavarapu
Assistant Manager at Ernst And Young GDSAssistant Manager at Ernst And Young GDS