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Mamta Singh

@mamtasingh4

Policy & Quality Assurance Analyst at Cognizant supporting Google Ads policy cases, audits, escalations, and agent coaching.

India

Message

At Cognizant Technology Solutions, I support Google Ads Advertiser Policy Support and Quality Assurance. I investigate ad disapprovals and policy violations, review creatives, keywords, and landing pages, and provide guidance on resolving policy issues.

I progressed from Operations Agent to Quality Assurance Analyst and Process Point of Contact. I audit case handling, conduct root cause analysis, coach agents, and prepare RCA reports and WBR presentations.

Before Cognizant, I supported telecom customers at Tech Mahindra and software users through the Adobe UK process at Teleperformance. I handled service requests, troubleshooting, case documentation, and escalations.

At Guru Kripa Sales, I worked as a Senior Accountant, handling reconciliations, tax documentation, audit coordination, and financial records. My experience also includes compliance reviews and investigating discrepancies.

Experience

Work history, roles, and key accomplishments

Current

Senior Process Executive

Current

Cognizant Technology Solutions

Nov 2022 - Present (3 years 11 months)

Supports Google Ads advertiser policy and quality assurance, auditing agent case handling, performing root cause analysis, and managing escalations. Coaches agents and prepares RCA/WBR reports for client stakeholders.

Quality Assurance Root Cause Analysis Google Ads Policy Compliance Case Auditing Escalation Management Coaching RCA Reporting WBR Reporting SLA Adherence Documentation

Customer Care Executive

Tech Mahindra

Dec 2021 - Nov 2022 (11 months)

Provided customer support for US-based telecom customers (Verizon process), handling billing inquiries, account issues, and technical troubleshooting. Documented interactions in CRM and followed escalation procedures.

Customer Support Billing Troubleshooting CRM Case Management Escalation Handling Communication Skills

Process Executive

Teleperformance

Jul 2021 - Nov 2021 (4 months)

Supported the Adobe UK process, assisting customers with software usage and account issues. Managed cases end-to-end, performed troubleshooting, and documented interactions in ticketing systems.

Customer Support Troubleshooting Case Management Ticketing Systems Documentation SLA Adherence

Senior Accountant

Guru Kripa Sales

Jan 2017 - Aug 2021 (4 years 7 months)

Performed bank reconciliations, financial transaction verification, and prepared Income Tax Returns and TDS documentation. Coordinated with auditors and conducted variance analysis.

Bank Reconciliation Financial Reporting Tax Compliance TDS Variance Analysis Audit Support Documentation