Sachin Verma
Delhi
Summary
Quality Lead with background in managing quality control teams. Skilled in performing process audits, troubleshooting issues, implementing corrective actions, and ensuring compliance with industry standards. Strengths include leadership abilities, analytical thinking, problem-solving skills, and strong knowledge of quality management systems. Significant impact in previous roles by improving product quality, ensuring customer satisfaction, and reducing non-compliance incidents.
Overview
9
9
years of professional experience
Work History
Transactional Quality Lead
WNS
Gurgaon
11.2023 - Current
- Transaction monitoring on all payment requests
- Monitoring payments to sanctioned countries
- Generating suspicious transaction reports and suspicious activity reports
- Assist banking customers who are victims of fraud, theft or identity theft
- Complete understanding of TBML(Trade Based Money Laundering)
- Ability to comply with EU/OFAC and UN Sanctions
- Well versed with the ICC rules(UCP 600, ISBP URC, URR, ISP 98,Incoterms and URDG)
Senior Quality Analyst
Tech mahindra
Noida
03.2023 - 10.2023
- Monitored email to identify grammatical errors, process knowledge and soft skills.
- Delivered monthly quality sessions for agents.
- Conducted Quality Assessment reviews for line managers monthly and on-demand.
- Scheduled regular sessions to provide clients with updates on performance metrics.
- Collaborated with management to drive the execution of tactical plans.
Senior Technical Support
Tech mahindra
Noida
10.2018 - 02.2023
- Managed questions related to network issues, new plan offerings, modifications on current plans and billing.
Customer Care Representative
Arvato
Gurgaon
11.2017 - 08.2018
- Resolved concerns related to modifications of existing flights.
Customer Care Representative
Intelenet global services
Okhla
10.2015 - 10.2017
- Resolved inquiries about new account creation.
Education
B.A.(Prog.) -
Delhi University (SOL)
01.2019
XII -
School of Open Learning (NIOS)
01.2015
X -
Lovely Public Sr. Sec School
Delhi01.2012
Skills
- Monitoring email for grammatical errors
- Delivering Constructive feedback
- Completing 5 why's
- Logical grouping
- Data Scrubbing Expertise
- RCA
- Vendor Feedback Management
- Creating BQ
- Delivering Quality Sessions
- Providing Regular Process Updates
- Conducting Quality Assessments
- Quality Score Reporting
- Driving execution of tactical plans
Timeline
Transactional Quality Lead
WNS
11.2023 - Current
Senior Quality Analyst
Tech mahindra
03.2023 - 10.2023
Senior Technical Support
Tech mahindra
10.2018 - 02.2023
Customer Care Representative
Arvato
11.2017 - 08.2018
Customer Care Representative
Intelenet global services
10.2015 - 10.2017
B.A.(Prog.) -
Delhi University (SOL)
XII -
School of Open Learning (NIOS)
X -
Lovely Public Sr. Sec School
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