Quality and Controls Officer
Mashreq
مجموع سنوات الخبرة :7 years, 7 أشهر
Designation: Quality and Controls Officer October 2009 Current
Organization Name: Mashreq
Job Role: * Establishing and strengthening the quality monitoring for the compliant handling process.
* Conscious selection of evaluation sample to achieve quality assurance for all customer segments and complaint reporting channels.
* Ensuring 100% quality and accuracy in the quality evaluation process and timely review of quality parameters.
* Direct and indirect point of contact for customer complaints, source through call center branches, other departments or directly through customers through internet banking
* Ensuring 100% of the complaints are updated on the system and closed after resolution.
* Ensuring proactive coordination with Business Team to resolve customer dissatisfaction cause by launch of new products / promotions / campaigns / process changes.
* Conducting Root Cause Analysis on top complaints and sharing recommendations with relevant business units.
* Strengthened the First Point Resolution at call center by in depth analysis of call center generated complaints.
* Overall experience in the current assignment has significantly enhanced my knowledge and understanding about effectively servicing detail and SME Banking. it has given me advance level exposure to the banking systems processes and standard operating procedures.
* Ensuring 100% of the complaints are updated on the system and closed after resolution.
* Maintain strong follow ups with other units until complaints are resolved.
* Highlighting service issues to the product owners and higher management in order to initiate the process fixes to result in enhanced customer experience.
* Contributing towards process and quality improvement within the bank and ensuring that problem resolution satisfaction across to be within the industry standards.
PROFESSIONAL EXPERIENCE
Designation: Quality and Controls Officer October 2009 Current
Organization Name: Mashreq
Job Role: * Establishing and strengthening the quality monitoring for the compliant handling process.
* Conscious selection of evaluation sample to achieve quality assurance for all customer segments and complaint reporting channels.
* Ensuring 100% quality and accuracy in the quality evaluation process and timely review of quality parameters.
* Direct and indirect point of contact for customer complaints, source through call center branches, other departments or directly through customers through internet banking
* Ensuring 100% of the complaints are updated on the system and closed after resolution.
* Ensuring proactive coordination with Business Team to resolve customer dissatisfaction cause by launch of new products / promotions / campaigns / process changes.
* Conducting Root Cause Analysis on top complaints and sharing recommendations with relevant business units.
* Strengthened the First Point Resolution at call center by in depth analysis of call center generated complaints.
* Overall experience in the current assignment has significantly enhanced my knowledge and understanding about effectively servicing detail and SME Banking. it has given me advance level exposure to the banking systems processes and standard operating procedures.
* Ensuring 100% of the complaints are updated on the system and closed after resolution.
* Maintain strong follow ups with other units until complaints are resolved.
* Highlighting service issues to the product owners and higher management in order to initiate the process fixes to result in enhanced customer experience.
* Contributing towards process and quality improvement within the bank and ensuring that problem resolution satisfaction across to be within the industry standards.
PROFESSIONAL EXPERIENCE
Designation: Processor, Cash & Centralized Account Maintenance Match 2008 September 2009
Organization Name: Mashreq Bank
Designation: MIS Operator June 2007 February 2008
Organization Name: Reliance Infocomm Ltd, Baroda, India
* Input applications in the SAP system for new customers related to telephone and internet lines.
* Validating the applications and rejecting incomplete and duplicate and fraudulent applications.
* Maintain customer database in MS Excel.
* Receipts and deposit of cheques in bank
PROFESSIONAL EXPERIENCE
Designation: Marketing MIS operator December 2006 March 2007
Organization Name: Hindustan Coca - Cola & Beverages Pvt Ltd, Baroda, India
* Collecting the sales data from the agents.
* Inputting the sales data by brand wise in MS Excel.
* Analyze the agent's sales data for rebates and commission.
* Visiting the advertising agency for proper development of hoardings.
* Taking pictures of hoardings put-up at customers outlet
* Scrutinizing Of Documents And Data Entry From Account Opening Form.
* Account Opening & Closing For Current Accounts, Savings Account, Fixed Deposit And Corporate Accounts.
* Filing Of All The Documents Related To Customer.
* Maintenance of accounts, such as data change in the system.
* Capturing Signature From Specimen Signature Card For All Product Types.
* Managing all the Off Site ATMs by reporting any breakdown of ATM to vendor.
* Reconciling and Balancing of all ATMs on day to day basis.
* Reporting and posting of any excess or shortage of cash in ATMs.
Institution The Maharaja Sayaji Rao University Degree Bachelors Of Commerce (B.COM) Completion date Year 2005