Open to opportunities

Mahalakshmi Ramasubramanian

@mahalakshmiramasubra

Message

I monitor financial-services calls, strengthen compliance controls, and coach agents using actionable quality insights.

Canada

Message

What I'm looking for

I'm looking to apply my financial-services call monitoring, compliance review, calibration, coaching, and training experience in a quality oversight role, including foreign exchange environments. I value clear processes, continuous learning, and opportunities to improve customer and operational outcomes.

At NTT DATA Credit Card Services, I monitored PC Financial Mastercard, PC Money Account, and Home Trust Visa calls for compliance, customer experience, process adherence, and financial-risk controls. As sole QA Analyst for Home Trust Visa, I completed approximately 145–150 evaluations monthly for 29–30 agents.

I turn call trends, process deviations, fraud and dispute reviews, and sales-quality audits into actionable feedback for Team Leaders and agents. I also facilitate monthly calibration sessions to align scorecard interpretation, evaluation standards, and coaching priorities.

Previously, I delivered onboarding and upskilling for regulated banking teams at NTT DATA, supporting a 95% trainee graduation rate. My background in customer care, account management, media sales, marketing, and event coordination brings a practical perspective on customer needs, retention, communication, and service quality.

Experience

Work history, roles, and key accomplishments

Quality Assurance Analyst – Call Monitoring

NTT DATA Credit Card Services

Dec 2023 - Oct 2025 (1 year 10 months)

Performed structured call evaluations across financial portfolios, assessing compliance, process adherence, customer experience, and financial risk controls. Served as sole QA Analyst for the Home Trust Visa portfolio, completing approximately 145–150 monthly evaluations for 29–30 agents.

Compliance Risk Assessment Genesys Microsoft Teams Webex Calibration Coaching

Education

Degrees, certifications, and relevant coursework

GrowthSchool

Bootcamp, AI Generative and Workflow Design

2026 - 2026

Completed AI Generative Bootcamp and Workflow Design at GrowthSchool in 2026.

LinkedIn Learning

Professional Development, Training and Development

2023 - 2023

Completed courses on developing and converting training programs to digital learning, and effective business communication and team leadership frameworks.