Shawn Monteiro
Senior Quality Analyst
Navi Mumbai
Summary
Senior Quality Analyst with Strong Analytical and Problem-Solving Skills aim at driving Quality Assurance in Business Operations.
Overview
6
6
years of professional experience
17
17
years of post-secondary education
1
1
Certification
4
4
Languages
Work History
Senior Quality Analyst
PropertyPistol Realty PVT LTD
04.2024 - Current
- Collaborated closely with my Senior Manager to define audit parameters for new processes.
- Mentored new Quality Analysts during the initial phase of their audits for new verticals or processes, providing essential guidance and support.
- Managed post training certifications for new hires which included drafting PKT questionnaires and conducting mock call sessions.
- Conducted special audits on relevant themes for process improvement, would share observations and suggestions to operations.
Quality Analyst
PropertyPistol Realty PVT LTD
6 2023 - Current
- Was solely responsible for conducting audits for a critical process within the organization.
- Would publish weekly and monthly dashboards tailored to diverse verticals and processes.
- Formulated Training Needs Analyses (TNA's) in accordance with audit outcomes and held subsequent sessions to share the findings with the training team, management and agents to ensure service levels are improved.
- Managed post training certifications for new hires which included drafting PKT questionnaires and conducting mock call sessions.
Quality Auditor
ICICI Lombard GIC LTD
11.2021 - 08.2022
- Conducted weekly audits for CRT (Customer Relationship Team), would monitor and score customer interactions (calls, chats, emails) based on required communication and process parameters.
- Would regularly be asked to share RCA's and synopsis for MD Escalation cases due to my ability to summarize customer interactions well.
- Conducted special audits on relevant themes for process improvement, would share observations and suggestions to operations to reduce quality errors and improve customer relations.
- Handled training batches periodically and would conduct quality and feedback sessions for new CRMs (Customer Relationship Managers).
Complaints Auditor
ICICI Lombard GIC LTD
07.2020 - 11.2021
- Conducted regular audits and provided necessary feedback to frontend employees with regards to customer complaints.
- Would upload and maintain complaint audit data in company portal
- Published weekly Complaint Dashboards and prepared PPT for monthly reviews.
- Would handle customer escalations.
- Played key roles in several projects which were aimed at improving customer experience and reducing errors.
- Handled critical functions which involved coordinating between backend, operations and branch-banking departments to facilitate transfer of funds between ICICI Lombard and ICICI Bank stakeholders.
Customer Relationship Manager
ICICI Lombard GIC LTD
05.2018 - 07.2020
- Used my soft skills and problem-solving ability to provide satisfactory after-sales service to customers.
- Provided coaching regarding process and product updates to new joiners.
Education
Bachelor of Management Studies - Marketing
SK College of Science And Commerce
Navi Mumbai, Maharashtra 06.2015 - 05.2018
H.S.C - Science
St. Xavier's College
Mumbai, Maharashtra 06.2013 - 05.2015
S.S.C - undefined
Don Bosco High School
Mumbai, Maharashtra 06.2001 - 05.2013
Skills
Quality Audit
Root Cause Analysis
Training Needs Analysis
Escalation Management
Process Quality
Process Audit
Feedback Management
Customer Complaints
Customer Escalations
Call Monitoring
Issue Resolution
Call Quality
Excel
Microsoft Teams
Powerpoint
Accomplishments
- ICICI Lombard: Quality Topper Quarter 3 2019-20
- ICICI Lombard: Outstanding Performance Dec'21 to July'22
- PropertyPistol: Top Performer Quarter 4 2023-24
Personal Information
- Date of Birth: 10/14/97
- Gender: Male
- Marital Status: Single
- Religion: Roman Catholic
Projects
Potential Bounce backs — ICICI Lombard — Sept 2020 to Dec 2020
Assisted in the closure of unresolved customer requests pertaining to their insurance policies. Combining my thorough understanding of the process and communication skills while interacting with customers, I would identify the requirement and effectively coordinate between backend and customer to resolve the issue. Was able to resolve at least 50 - 65% of such cases on any given month which resulted in improved customer experience.
Motor Supervisor Queue — ICICI Lombard —June 2021 to July 2021
Would monitor claim intimation calls coming from garage callers to ensure CRMs are following the required protocols while handling such calls. Would share regular feedback with CRMs and publish weekly dashboards to management.
Error Feedback from External Team-ICICI Lombard- July 2020 to November 2021
Would review escalation cases received from different departments within the organization to determine if there was any handling error on part of our CRM. Would maintain and share monthly error reports pertaining to these cases with management for KPI markdowns.
Certification
Certified Lean Six Sigma Green Belt Certification
Timeline
Senior Quality Analyst
PropertyPistol Realty PVT LTD
04.2024 - Current
Quality Auditor
ICICI Lombard GIC LTD
11.2021 - 08.2022
Complaints Auditor
ICICI Lombard GIC LTD
07.2020 - 11.2021
Customer Relationship Manager
ICICI Lombard GIC LTD
05.2018 - 07.2020
Bachelor of Management Studies - Marketing
SK College of Science And Commerce
06.2015 - 05.2018
H.S.C - Science
St. Xavier's College
06.2013 - 05.2015
S.S.C - undefined
Don Bosco High School
06.2001 - 05.2013
Quality Analyst
PropertyPistol Realty PVT LTD
6 2023 - Current
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