Quality Assurance Specialist

• Sep 2020 - Present

-Building QA processes from the scratch -Conducting detailed and objective quality reviews for Monitoring and KYC teams -Building QA processes from the scratch -Conducting detailed and objective quality reviews for Monitoring and KYC teams

Customer Experience Analyst

• Sep 2019 - Sep 2020

- Monitoring and evaluation of AML, Account managers and Customer Service departments- Training of the employees- Complaints handling- Communication in Social media- Preparing analytical reports - Monitoring and evaluation of AML, Account managers and Customer Service departments- Training of the employees- Complaints handling- Communication in Social media- Preparing analytical reports

Quality Assurance Analyst - Financial Crime Compliance

• May 2019 - Sep 2019

-Reviewing and evaluating the cases worked by Business Solutions team-Implementation of Lean management in Quality Assurance department- Addressing Sanctions and Interdiction screenings gaps and suggesting improvements; - Risk-based case sampling to maximize the efficiency of the QA Program;- Analysis and presentation of the QA program results to the stakeholders;- Organizing Calibration sessions- Workflow distribution to assure timely completion of the QA samples;- Resolution of QA disputes

Senior Quality Assurance Specialist - Compliance

• Jul 2018 - May 2019

Responsible for conducting quality assessments in a timely and qualitative manner. Providing feedback and identifying process improvement initiatives. Resolving QA evaluations’ disputes. Participating in monthly calibration sessions.

New Agent Compliance Coordinator

• Jan 2013 - Jul 2018

- Conducting Anti-Money-Laundering (AML) compliance checks - Providing KYC approvals for the agents in EU and Russian - Confirming Due Diligence Checks-Providing Agents’ Compliance Training over the phone in English and Russian-Making an analysis of suspicious money transfers-Creating Standard operating procedures, reports.

Customer support specialist

• Oct 2010 - Jan 2013

Responding to the banks and clients requests on products & services, compliance, software, accounting, providing fraud prevention. Servicing inquiries received over the phone or e-mail. Managing transactions and making accurate decisions following rules and procedures.

Internship

• Mar 2009 - Jul 2009

Preparation and submission of applications for the sustainable development and export promotion projects. Preparation and submission of applications for the sustainable development and export promotion projects.

Assistant

• 2009 - 2009

Office administrator, chief assistant

• Jun 2008 - Dec 2008

Assistance during organization international clothingexhibition, “Dall’Italia Fashion And Business” in Vilnius Litexpo, 3-5 September 2008. Administration work, communication with clients, organization of the meetings, oral and written translation to English and Russian languages, preparing contracts, assistance to the chief during the events Assistance during organization international clothingexhibition, “Dall’Italia Fashion And Business” in Vilnius Litexpo, 3-5 September 2008. Administration work, communication with clients, organization of the meetings, oral and written translation to English and Russian languages, preparing contracts, assistance to the chief during the events