Aadarsh Verma
@aadarshverma
Detail-oriented Quality Analyst with expertise in risk management.
What I'm looking for
I am a detail-oriented and performance-driven Quality Analyst with over 2 years of experience in Quality Assurance, Risk Management, and Compliance processes within the FinTech and Financial Services sector. My expertise lies in executing quality control audits, analyzing data trends, and identifying process gaps to drive continuous improvement. I have a proven track record of leading quality initiatives and ensuring adherence to AML, KYC, and financial crime prevention regulations.
Throughout my career, I have demonstrated success in cross-functional collaboration and stakeholder communication. I am certified in Six Sigma methodologies, which has equipped me with a strong focus on enhancing operational efficiency, mitigating risks, and fostering a culture of quality excellence. My experience includes monitoring customer service interactions, providing actionable feedback, and implementing process improvements that significantly enhance service quality and compliance.
Experience
Work history, roles, and key accomplishments
Quality Assurance Analyst
Tide platform private limited
Apr 2024 - Present (1 year 2 months)
As a Quality Assurance Analyst, monitored customer service interactions to ensure compliance with quality standards. Led audits and implemented process improvements, enhancing operational efficiency. Collaborated on a GEN AI project to integrate AI technology into customer interactions, ensuring adherence to KYC and AML regulations.
Quality Assurance Analyst
Teleperformance - Western Union
Jan 2023 - Mar 2024 (1 year 2 months)
Monitored and evaluated customer service interactions to ensure quality compliance. Developed training programs for CSRs and implemented quality assurance protocols to meet AML and KYC requirements. Analyzed performance data to recommend actionable improvements.
Customer Service Representative
Teleperformance - Western Union
Sep 2021 - Jan 2023 (1 year 4 months)
Provided chat-based support for various financial services, ensuring compliance with security protocols. Resolved customer inquiries efficiently while maintaining high satisfaction ratings and KPIs.
Escalation Lead
Teleperformance - Flipkart
Apr 2019 - Apr 2020 (1 year)
Diagnosed and resolved customer issues promptly, maintaining high satisfaction ratings. Managed escalations effectively and ensured timely resolutions, achieving a low escalation rate.
Education
Degrees, certifications, and relevant coursework
Jawahar Navodaya Vidyalaya
12th Standard, Science
Gujrati Science College
Bachelor of Computer Science, Computer Science
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
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