Senior Quality Analyst
Sutherland Global Services
Total years of experience :17 years, 3 Months
Senior Quality Analyst with Sutherland Mortgage Services
Carrying out Quality Checks for Loans (U.S Clients) processed by Mortgage Consultants in each stage i.e Origination, Processing and Closing.
Generating reports (Both process and associates related) on a daily basis and giving feedback to the respective associates on the basis of their individual performance and help them enhance their individual skills.
Involved in Recruiting, Training and Originating new parameters and goals which enhance the Business quality.
Generate MIS reports to review the developments in the business along with the revenue generation, ensuring compliance with all regulatory requirements of central banks/statutory bodies.
Senior Team Member- Home Loans & Insurance Dept (October '11 - Till Date)
* Currently Spearheading efforts for managing entire gamut of activities pertaining to Foreclosure & Bankruptcy of US Clients and Acting as a SOPC for HR/Admin related activities.
* Handling Verification of Homeowners Insurance policy details (US customers) and making their policy payment through escrow accounts.
* Carrying out Quality Check of Loans processed by Associates, Generating reports (Both process and associates related) on a daily basis and giving feedback on performance to the respective associates.
* Initially handled the insurance payments and other queries either through mails or calls.
* Developing and maintaining relationship with the existing privilege customers of the bank. Efficiently resolving client's queries & providing excellent services resulting in 100% client retention.
* Recruiting, training, leading and monitoring the performance of team members to ensure efficiency and thus meeting individual and group targets.
* Conducting several meetings and projects with Human resource department to improve the quality in which company Functions.
* Generate MIS reports to review the developments in the business along with the revenue generation, ensuring compliance with all regulatory requirements of central banks/statutory bodies.
Accomplishments
* Accredited with 3 Bronze and 3 Silver awards for best performance throughout the tenure.
* Hold credential of receiving best HR/admin SPOC award in the year 2011 for my department.
* Got promoted as Senior Team member in the month of August 2009.
BANK OF AMERICA since Nov '07
Quality Associate (February '10- October '11)
Senior Team member with Balboa Insurance Tracking Department (March '09- February '10)
Team member with Balboa Insurance Tracking Department (November '07- March '09)
WIPRO SOLUTIONS LTD Mar '07 -Nov '07
Role was providing Technical Assistance to U.S. Clientele via phone, internet and providing daily reports of transaction.
BBA, 2012 ♦ Sikkim Manipal University
Diploma in Computer Science, 2005 ♦ Rajasthan Vidyapeet University
Secondary School Certificate, 2002♦ C.B.S.E Board