Harsh Gupta

I’m currently an Audit Manager at RBL Bank, where I handle compliance audits for both credit card and debit card contact centers. I conduct process audits and on-site audits at vendor locations to ensure compliance requirements are met and to identify non-compliance.

In my audits, I evaluate adherence to internal policies and regulatory standards, report non-compliance, and ensure timely corrective actions. I also monitor end-to-end compliance across customer service operations, maintain audit documentation, and prepare detailed audit reports for management review.

Before focusing on audit leadership, I worked in customer-facing roles where I improved outcomes through strong relationship and query management. I resolved 95% of escalated issues within 24 hours, improved customer satisfaction scores by 20% within 6 months, and helped exceed sales targets by 15% by identifying cross-sell opportunities and offering tailored solutions.

I also built and maintained lasting customer relationships with 150+ clients, sustaining an 85% retention rate. From inbound credit card call handling—balance, due dates, payment issues, and transaction history—to supporting card activation, PIN setup/reset, and card blocking, I stay committed to accuracy, empathy, and efficient resolution.