Sam Rajkumar J

• Proctoring Integrity: Oversee high-stakes online proctoring for GMAT exams, ensuring strict adherence to global examination standards.
• Quality Audits: Perform audit checks on recorded sessions to ensure proctors comply with protocols, detect potential breaches, and ensure a 99% accuracy rate.
• Team Leadership: Mentor, coach, and train new proctors on exam guidelines, troubleshooting, and professional conduct.
• Data Analysis: Analyze quality metrics to identify gaps, creating action plans that reduce team-level errors.
• Process Improvement: Implemented enhanced monitoring procedures, leading to a reduction in test-taker violations that were undetected.
• Maintained and improved operational performance by completing action plans, resolving problems, and controlling implementations.

• Effective Coaching Sessions:

I conducted over 1,000 coaching sessions, enhancing team performance by 30%.

• Fraud Claims Auditing Success.

Reduced faulty transactions by 15% with rigorous auditing practices.
• Auditing inbound calls, emails, chats, and fraudulent transaction audits. * Compliance/Non-compliance Audits. Describe the compliance framework. Explain the importance of preventive action.

• Conducting daily post and pre-shift huddles.

• Conducting monthly PKT tests. Failure Mode and Effects Analysis tool (FMEA). Utilize the various fields in the MEA tool.

• Giving monthly TNI refresher and compliance refresher sessions.

• Conducting PARATO analyses. List the principles and related terms of FMEA.

• Performing CSAT analysis and FMEA audits on a daily basis.
• Conducting fatal dashboard analysis every week.
• Facilitating feedback and coaching sessions daily.
• Executing dipstick checks.
• Leading soft skill sessions and disposition refresher sessions weekly.
• Carrying out daily WPS audits.
• Managing effective BQ operations.

KEY ACHIEVEMENTS

• Quality Improvement Leader.

Improved service quality by 20% through effective audit processes.

• Effective Coaching Sessions.

Conducted over 100 coaching sessions, enhancing team performance by 30%.

• Fraud Claims Auditing Success.

Reduced faulty transactions by 15% with rigorous auditing practices.

• Compliance/Non-compliance Audits

Describe the compliance framework, explain the importance of preventive action, explain Failure Mode and Effects Analysis tool (FMEA), utilize the various fields in the FMEA tool, and list the principles and related terms of FMEA.

Fraudulent Claims Analyst.

• Investigating claims using, VISA in-house applications to raise chargebacks for VISA debit cards and issue credit or deny claims for the customers.
• As a member of the Fraud operation, my keen responsibility is to provide comprehensive fraud assessment and transaction review to prevent fraud.
• Assessing the transaction, thus checking the profile of the account and the violation for which fraud occurred.
• Monitoring of customer transactions includes assessing historical and current customer.

Information to provide a complete picture of customer activity. Preparing reports on fraud verification data specialized in applying fraud analysis to data sets to identify and prevent fraud.

TRAINING / COURSES: Social Engineering, Fraud Prevention, Detection and Reporting, and Evolve Quality Evaluator Participants.

CERTIFICATION: Certification of Achievement; Best Performer in the Third Quarter of 2023 and 2024; CSAT Topper; Receiving 97% of Excellent Feedback from Customers.

• Promoted open communication between quality analysts and agents, fostering an environment conducive to growth and learning.
• Maintained detailed records of quality evaluations, providing valuable insights for ongoing performance reviews and improvement initiatives.
• Enhanced call center performance by implementing quality monitoring processes and providing feedback to agents.
• Conducted regular evaluations of agent interactions, ensuring consistency in delivering exceptional service.
• Boosted first contact resolution rates with thorough analysis of calls and continuous agent training.
• Improved customer satisfaction ratings by analyzing call recordings and identifying areas for improvement.
• Minimized customer complaints by proactively addressing potential issues through close monitoring of call metrics.
• Served as a subject matter expert on call center quality assurance, providing guidance and expertise to colleagues and management as needed.