Suharshinie Samarasinghe

I am a results-driven banking and customer service quality assurance professional with over 18 years of experience across customer service, digital banking, and call center operations. I specialize in improving service quality, leading QA initiatives, and managing complex banking portfolios.

At DFCC Bank and HSBC, I led call monitoring, compliance reporting, training and coaching, UAT testing, and project coordination to drive operational improvements and elevate customer experience. I have a proven track record in complaint resolution, regulatory reporting, and delivering actionable QA feedback for both voice and non-voice channels.

I collaborate effectively with stakeholders, design QA scoring systems, and deliver training and verification for new hires. I bring a pragmatic, process-oriented approach to service excellence and governance, focused on measurable improvements and customer-centric outcomes.