Sanket Pethe

Key Responsibilities in my current role:

• Identify and manage Inherent Risk, Residual Risk and Risk Acceptance.
• Serve as a critical point of contact (SPOC/SME) for all business units related to Risk Issues and Assessments.
• Create and maintain necessary reporting too provide defect details that will allow for trend and root caus analysis.
• Partner and communicate with multiple Control Directors within the organization.
• Develop and update Policies and Procedures.
• Recommend changes, develop the plan and manage the testing of controls.
• Test the controls identified in the RCSA process for effectiveness and closure of identified exceptions.
• Communications and facilitation of discussions with senior management and control directors.

I was part of the Customer Experience Department and I was responsible for all the functions related to Net Promoter Score (NPS). My key responsibilities:

• Weekly and Monthly Reporting of the NPS results through Alchemer (previously SurveyGizmo) and Stella Connect applications
• Categorizing the customer complaints and obtaining responses from Business Units for the opportunities identified through the review process
• Review and identify the root cause for the Consumer Financial Protection Bureau (CFPB) complaints
• Preparing a detailed Customer Satisfaction Analysis report every month and presenting it to the Business Units
• Sending out the Internal and External NPS survey campaigns
• Creating, maintaining and altering the survey campaigns as necessary
• Preparing and presenting a case study for the Executive level complaints

I was a Team Leader in the Quality Assurance Department and I was handling Call Evaluations team and Voice of Customer survey process (surveys received through IVR and Website)

Key Responsibilities:

• Assigning the call and survey evaluations and ensuring their completions within set timelines
• Conducting Call Calibrations with Business Units to ensure clear understanding of the QA guidelines
• Creating and updating SOP's (Standard Operating Procedures)
• Conducting Team Huddles to provide briefing about ongoing activities and process updates
• Providing required data for periodical audits and ensure accuracy
• Reviewing and closing evaluation disputes raised by the Business Units
• Preparing a monthly report on the Voice of Customer survey analysis and obtaining responses from Business Units for the opportunities identified

I joined the Quality Assurance Department on 20th February 2012 in Altisource Pvt Ltd. (then a sister concern of Ocwen Financial Solutions Pvt Ltd.) and internally moved to Ocwen Financial Solutions Pvt. Ltd. on 2nd of April 2012. I joined as a QA Analyst and then promoted as Senior Analyst in October 2014

• Key Responsibilities:
• Monitoring and evaluating the calls handled by tele‑calling unit to ensure the business guidelines are being adhered to and report any deviation identified
• Identify the areas of opportunities and provide appropriate feedbacks to the agent
• Arrange and participate in periodic call calibrations with the Business unit to ensure that both the units (Support and Operations) are on the same platform
• Prepare and release monthly “Voice of the Customer” reports tracking the Business unit performance for the respective month.
• Identify the process opportunities and suggest improvements
• Completing Quality Checks on the evaluations completed by the QA analysts
• Coordinating with Business Units for the responses for monthly VOC report

Key Responsibilities

• Handle the customer’s queries and ensure customer satisfaction with one call resolution
• Assisting the customer’s with Motor insurance and up‑selling Home and Pet insurance
• Ensuring set targets are achieved; individual and as a team

• Key Responsibilities:
• Monitoring and evaluating the calls handled by tele‑calling unit to ensure the business guidelines are being adhered to and report any deviation identified
• Identify the areas of opportunities and provide appropriate feedbacks to the agent
• Arrange and participate in periodic call calibrations with the Business unit to ensure that both the units (Support and Operations) are on the same platform
• Receive customer correspondence (Written/ Email) and close the customer complaint within 3 business days. Also, maintain a monthly tracker for the same
• Prepare and assign monthly call monitoring tracker
• Prepare and release monthly reports tracking the Business unit performance for the respective month
• Ensure discipline among tele‑calling unit to maintain floor decorum
• Identify the process opportunities and suggest improvements
• Arrange and conduct periodic fun activities for the whole staff to lighten work atmosphere and to heighten the team spirit

Key Responsibilities:

• Collect payment on the accounts due for the respective month
• Close minimum of 80% of the customer’s accounts assigned
• Handle the customer’s queries and ensure customer satisfaction with one call resolution
• Ensuring set targets are achieved; individual and as a team