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
Sampling of data
Risk Management
Audit support
CDD
Fraud Investigation
KYC and ReKyc
Credit card operations
Certification
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 -