Rizwana Mushtaq
Delhi
Summary
Dynamic Quality Analyst with extensive experience at American Express, excelling in quality control and risk assessment. Proven track record in process improvement and managing merchant services, driving successful outcomes in due diligence and financial oversight. Strong analytical skills combined with effective team collaboration ensure optimal performance and client satisfaction.
Overview
9
9
years of professional experience
Work History
Quality Analyst
American Express
Gurugram
09.2019 - Current
- Currently serving as a quality analyst.
- Reviewing and approving the bank's change of merchants.
- Enhanced operational risk analysis to minimize errors in the EMEA market.
- Extensive experience in guiding and conducting quality assessments.
- Led the CCP team in merchant due diligence and payments investigation under merchant services for American Express.
- Managed and maintained merchant accounts end-to-end, including adding UBE, authorized individuals, performing due diligence before making changes, and overseeing financial aspects like CHAPS, BACS, faster payments, and direct debit for merchants.
- Allocated cases to the team and managed inventory.
- Contributed to projects such as Sparc and Griffin migration.
- Created cases for the team in collaboration with the GOCM team.
- Reviewed cases to ensure corrective actions were taken.
- Managed servicing for existing merchant accounts, including processing non-payments, generating statements and invoices, and utilizing tools like IWC, MCC, and CLIC.
- Updated merchant account records using Genesis.
- Collaboration with the automation team.
- Worked with the controllership team to download/upload files from file-watch and publish for merchant services across various markets.
- Conducted quality control (QC) for cases processed through Blue Prism.
- Supported the us disputes team for 6 months, working in the us card member section.
Process Developer
Genpact
Noida
02.2018 - 08.2019
- Responsible for reviewing the customer's credit line, all account-related activity such as cash applications, reconciliations, deductions, order to cash, and collections, and maintaining accounts receivable ledgers.
- Interaction and regular follow-ups with clients, partners, and vendors on emails or calls, informing them of overdue items, resolving disputes related to invoicing, addressing operational issues, having a proactive approach, and ensuring CTQ delivery.
- Being a credit controller, I endeavor to provide all possible assistance to the customers as required from time to time, and I also follow up with the customers for timely payment.
- Management of the client portfolio.
- Assisting senior management in the preparation of reports and portfolio reviews for discussion related to performance, improvement opportunities, targets, and achievements.
- Strong operational management to ensure better transactional productivity, and greater customer satisfaction.
- Maintained a database of applicant information, processing stages, and outcomes.
Accounts Executive
Khan International Sports
Srinagar
10.2015 - 01.2018
- Issuance of invoices to customers.
- Managing the day-to-day expenses sheet.
- Maintaining an accounts book (cash inflow and outflow).
- Receiving cash and checks from customers and depositing them in the company’s bank account on a daily basis.
Education
BBA -
Kashmir University
Srinagar03-2013
Skills
- Quality control
- Data analysis
- Process improvement
- Risk assessment
- Merchant services
- Regulatory compliance
Projects
- Pricing projects
- MSP testing
- Reduction of suspense
- Operational Risk Analysis
Timeline
Quality Analyst
American Express
09.2019 - Current
Process Developer
Genpact
02.2018 - 08.2019
Accounts Executive
Khan International Sports
10.2015 - 01.2018
BBA -
Kashmir University
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