Sahara Taranum
Service Quality
Hyderabad
Summary
I would like to work in an organization that will give me a platform to utilize my technical skills and enrich my knowledge in the process to help in corporate growth with my initiative and managerial skills and to excel with my experience in the dynamic corporate environment.
Support every aspect of internal audit quality system program from audit planning, implementation, feedback and re-audit as required. Identify areas requiring training and ensure gaps are filled within given time frame. Ensured consistent adherence to quality and compliance procedures, meeting internal and external requirements. Versatile, accomplished and result oriented professional with over 9+ years of experience in Quality Assurance, Training, Sales, Compliant handling etc. Subject matter expert in Financial Crime control elements like KYC & CDD. Expertise in working on International & Multicultural environments with distinction of expanding businesses from scratch and streamlining operations. Outstanding knowledge of Quality Control, customer service, and basic mathematical concepts. Professional with strong background in verification and quality control, bringing valuable experience in maintaining accuracy and compliance. Known for collaborative approach and effective problem-solving skills, adaptable to changing environments. Reliable team player with focus on delivering results and maintaining high standards.
Overview
13
13
years of professional experience
4
4
Languages
Work History
Service Quality Analyst
Mashreq Bank
Dubai
11.2021 - 09.2023
- Supervised a quality control team of 25+ members for met-life insurance outbound sales
- Organized QA plans and performed quality controls for team members
- Submitted QA reports consisting of analyzing, summarizing and interpreting collected data to increase team efficiency
- Maintained and organized all records, documentation, and other files associated with quality assurance team
- Perform quality checks and audits to ensure that the activities of the team conform to stipulated policies and practices and maintain the agreed business quality levels
- Conduct monthly calibration/feedback sessions for quality assurance team
- Develops and implements an effective statistical sampling plan for quality assurance inspections
- Applies change management principles to ensure that process changes are normalized and implemented in a controlled manner
- Provide training and support to quality assurance team on systems, policies, procedures, and core processes
Service Quality
ENBD Bank, Tanfeeth
Dubai
05.2018 - 05.2021
- Responsible to ensure quality service of more than 60 customer support agents
- Monitoring performance by gathering relevant data and producing statistical reports
- Monthly Reporting to the Management using relevant quality tools and making sure managers and other staff understand how to improve the business
- Review exceptions identified monthly with team and work with managers to resolve and close out exceptions within deadlines
- Identify and escalate trends and gaps in operations processes and/or procedures
- Assist with ad-hoc reporting/analytics on Quality Assurance Reviews activity, ad-hoc audits, scrubs and additional responsibilities as identified by the quality control team
- Document quality issues and performance of Agents for Management review
- Perform quality control analysis and create daily reports to highlight quality metrics versus objectives
- Maintain consistent communication with team, peers and Sr
- Management
- Provides support to functional leadership by gathering and analyzing Quality information, programs, and initiatives
- Responsible for monitoring and analyzing processes
Business Risk Analyst
HSBC Operations, Services and Technology (HOST)
Hyderabad
03.2016 - 09.2017
- Performing the Quality Assurance for diversified operations portfolio in Banking Services as a domain expert for KYC/CDD for multiple markets
- Conducting audits by using effective sampling and thematic audit techniques & presenting the same in the form MI/report
- Delivering constructive feedback, conducting calibration session & sharing best practices with peers to enhance quality output
- Communicating and implementing the organization operational guidelines, standards and policies to ensure teams are up to date with procedures
- Dealing with escalation of issues and effective complaint handling- investigate, analyze and provide inputs to resolve customer complaints/issues
- Cordially working with Counterparts, Stakeholders, Support & Risk Functions to enhance smooth day to day operations
- Coached 40+ fellow colleagues on KYC/Customer Due Diligence processes for multiple regions
- Monitored & maintain the quality services standards of processing as per the company guiding principles
- Prepared the quality tracker for the staff member with the comprehensive comments which cover areas of strength and development
Sales Representative & SME
SITEL India Private Limited
Hyderabad
01.2011 - 03.2016
- Company Overview: An outsourcing company dealing with multiple clients promoting their products and helping with end to end business solutions and targets and it’s a fortune 500 company
- Ensuring sales standards are met as per regulatory requirement
- Conducting call coaching sessions for the staff to enhance process quality & customer experience
- Highly accomplished Sales Representative with over 5 years of work experience in Multi-Retail Banking products
- Comprehensive background in Loans, Insurance & Credit Cards
- Determine customers' financial-service requirements and prepare proposals to sell services that address these requirements
- Handled escalated calls, complaints, questions, and queries, as required
- Responding to customer inquiries via phone calls and e-mails in a timely manner
- Develop and implement sales initiative programs to drive sales
- An outsourcing company dealing with multiple clients promoting their products and helping with end to end business solutions and targets and it’s a fortune 500 company
- Successfully migrated & streamlined 2 Commercial Banking process from multiple regions & achieved BAU within the agreed timelines
- Awarded twice with Superstar award in Q3 2016 & Q1 2017 respectively
- Rewarded with Best Performer of the Year (2014) In recognition of high quality standards & discipline
Education
MBA - Finance
Osmania University
Hyderabad School Of Management 04.2001 -
Bachelor’s Degree - Commerce
Osmania University
Board of Intermediate - undefined
Secondary School Certificate - undefined
Skills
Training
Accomplishments
- Successfully migrated & streamlined 2 Commercial Banking process from multiple regions & achieved BAU within the agreed timelines.
- Awarded twice with Superstar award in Q3 2016 & Q1 2017 respectively.
- Rewarded with Best Performer of the Year (2014) In recognition of high quality standards & discipline.
Personal Information
- Date of Birth: 12/23/88
- Nationality: India
- Marital Status: Married
Timeline
Service Quality Analyst
Mashreq Bank
11.2021 - 09.2023
Service Quality
ENBD Bank, Tanfeeth
05.2018 - 05.2021
Business Risk Analyst
HSBC Operations, Services and Technology (HOST)
03.2016 - 09.2017
Sales Representative & SME
SITEL India Private Limited
01.2011 - 03.2016
MBA - Finance
Osmania University
04.2001 -
Bachelor’s Degree - Commerce
Osmania University
Board of Intermediate - undefined
Secondary School Certificate - undefined
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