Hi, I’m
Vignesh Prabakaran
Summary
With over 14 years of experience, including 6+ years at Chargeback Gurus in various verticals such as Representment, Prevention Alerts, Training, Quality, Onboarding, and Product. Developed a deep understanding of the industry. Additionally, has 8 years of experience in quality management across diverse industries. Proven track record showcases ability to implement and optimize quality assurance processes while ensuring regulatory compliance and adherence to industry standards. Skilled leader of cross-functional teams, fostering a culture of quality excellence. Proficient in conducting audits, root cause analysis, and implementing corrective actions to enhance operational efficiency. Strong communication and collaboration skills, effectively liaising with various stakeholders. Detail-oriented with high product and process standards. Utilizes quality management tools and methodologies to consistently deliver top results through strong problem-solving skills. Encouraging manager and analytical problem-solver excelling in team building, leading, motivating, and building excellent customer relations. Independent decision-making skills and sound judgment positively impact company success. Applies training, monitoring, and morale-building abilities to enhance employee engagement and boost performance.
Overview
14
years of professional experience
1
Certification
Work History
Chargeback Gurus Fintech Pvt Ltd
Manager - Business Process Excellence
01.2019 - Current
Job overview
- Develop, implement, and manage quality assurance processes to ensure products/services meet or exceed industry standards and customer requirements
- Establish quality control procedures and guidelines across all stages of production or service delivery
- Lead and mentor a team of quality assurance professionals, providing guidance and support in maintaining high standards
- Foster a culture of quality consciousness throughout the organization
- Monitor changes in regulations and update quality processes accordingly
- Conduct internal audits and inspections to assess adherence to quality standards, identifying areas for improvement
- SME in Alerts Process, Representment services, systems knowledge -access to various portals and applications
- Investigate quality issues, defects, and customer complaints to identify root causes
- Implement effective corrective actions to prevent recurrence of issues
- Provide training to employees on quality standards, processes, and tools to ensure consistent understanding and execution
- Maintain accurate records of quality inspections, audits, and corrective actions
- Generate reports for management, highlighting quality trends, metrics, and areas of improvement
- Identify potential risks to quality and work with teams to develop risk mitigation strategies
- Implement measures to prevent quality-related risks from impacting products or services
- Collaborate with other departments (such as production, support and engineering) to ensure alignment on quality goals and initiatives
- Deliver new hire training and other departmental training programs; provide creative, effective classroom instruction throughout the organization using ADDIE model
- Monitor and report training progress of new and existing trainees and inform management
- Providing the structured and timely recommendations to the management on QA feeds, quality control mechanisms
- Sharing constructive and objective feedback that effects positive changes in analyst's performance
- Documenting and sharing comprehensive reports on the observations
- Drive Operational efficiencies by reducing the process variations
- Reviewing factual data about the error type, error percentage, consistency, and improvements on the feedback sessions
T2S Software Solutions
Senior Quality Analyst
01.2018 - 01.2019
Job overview
- Worked on different verticals like Customer service, Technical and Sales
- Have created and implemented the SOP for each vertical
- Regularly identifying the critical issues by doing the Pareto and Root cause Analysis
- Monitoring and evaluating the associate's calls, emails and chats, deliver coaching feedback to associates
- Educated associates on inbound policy and trained new associates in a side-by-side setting and coached them to improve their interactions with clients
Lycatel Business Outsourcing Solutions
Quality Analyst
01.2013 - 01.2018
Job overview
- Worked on projects like Lycaremit, Lycamoney, Lycamobile
- Conduct and evaluate customer feedback surveys
- Prepare management reports shift roster for team members
- Monitoring live and recorded random calls and providing feedback on the deliverables
- Encouraged good practices and given feedback to correct the bad ones
- Identified calls failing to meet predefined standards and identified the problem
- Implemented agent training and coaching initiatives
- Understood the priority of the organization and evaluated call behaviours for regulatory compliance cross-selling and adherence to policy
- Provided customer feedback and internal compliance feedback to management
- Using a checklist ensured that call operations executives properly and pleasantly assisted customers on their queries
- Answered customer's questions about return policy
- Handled social media communication on Trustpilot, Facebook and Twitter
Sterling Holiday Resorts (India) Ltd
Executive - Customer Support
01.2011 - 01.2012
Job overview
- Assisting customers on booking holidays
- Great convincing powers developed through complete knowledge of the product and the related fields
- Can work fluently on MS Word, MS Excel, and MS PowerPoint
Education
Bachelor of Business Administration
01.2017
BE from Electronics Communication Engineering
01.2011
University Overview
discontinued
Skills
- Performance management
- Project management
- Stakeholder relations
- Data interpretation
- Coaching and mentoring
- Organizational change management
- Continuous improvement
- Document control
- SOP development
- Research and trend analysis
- Cross functional leadership
- Product development
- Product positioning
Certification
- Certified Lean GreenBelt, Exemplar Global Inc.
- Certified Chargeback and Fraud Expert
- Train the Trainer
- Agile Teamwork
Timeline
Manager - Business Process Excellence
Chargeback Gurus Fintech Pvt Ltd
01.2019 - Current
Senior Quality Analyst
T2S Software Solutions
01.2018 - 01.2019
Quality Analyst
Lycatel Business Outsourcing Solutions
01.2013 - 01.2018
Executive - Customer Support
Sterling Holiday Resorts (India) Ltd
01.2011 - 01.2012
BE from Electronics Communication Engineering
Bachelor of Business Administration
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