Viji Jenifer
Quality Assurance
62 2nd Cross Jp Nagar 7th Phase Bengaluru
Summary
In-depth Quality Assurance Specialist with success in prioritization and multitasking. Exceptional communication and organizational skills. Committed to paying impeccable attention to reviews and auditing procedures.
Overview
5
5
years of professional experience
4
4
Certifications
Work History
QA Specialist
Goldman Sachs Bank USA
08.2022 - Current
- Monitored process standards and quality-control programs.
- Educated Agents on specific QA standards and confirmed maintenance of standards.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems on process improvements.
- Conduct regular audits and assessments to verify adherence to internal policies and procedures.
- Collaborate with cross-functional teams to address and rectify any compliance issues.
Dispute and Fraud Specialist Card Business
Goldman Sachs Bengaluru
11.2020 - 08.2022
- Perform investigation of potential fraud activity on existing credit card account.
- Response to fraud and transaction dispute raised by customer.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Coached and trained staff on fraud prevention techniques to increase awareness and reduce risk.
- Evaluated success of fraud detection systems to identify areas for improvement.
- Report the suspicious account to the concerned team in case of fraud attacks.
Deputy Manager
ICICI Bank LTD
10.2018 - 10.2020
- Followed through with client requests to resolve problems.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Perform due diligence on existing and new account openings.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Kept accurate records to document customer service actions and discussions.
Education
MBA -
04.2001 -
Bachelor of Science -
04.2001 -
Skills
Case review performed by agent
undefinedCertification
Six Sigma principles
ANTI MONEY LAUNDERING
Money laundering and its type and governing bodies FATF and IFM
Timeline
Introduction to AI
09-2023
Six Sigma principles
02-2023
QA Specialist - Goldman Sachs Bank USA
08.2022 - Current
Time Management
03-2022
Fintech Risk Management
02-2021
Dispute and Fraud Specialist Card Business - Goldman Sachs Bengaluru
11.2020 - 08.2022
Deputy Manager - ICICI Bank LTD
10.2018 - 10.2020
MS Ramaiah Institute of Management - MBA,
04.2001 -
MS Ramaiah College of Arts Science And Commerce - Bachelor of Science,
04.2001 -