Experience

Inoveite Hybrid Tech Ltd

• Mauritius
• Financial Services
• 1 - 100 Employee

• Quality Assurance Manager

  • Feb 2022 - Present

  * Monitor employee productivity and provide constructive feedback and on-the-job training. * Organize workflow and ensure that employees understand their duties or delegated tasks. * Ensure that discipline prevails within the team and communicates any disciplinary issues to Superior / Human Resources. * Assist in the building of an efficient team by taking interest in their welfare, safety and development. * Monitor employee productivity and provide constructive feedback and on-the-job training. * Organize workflow and ensure that employees understand their duties or delegated tasks. * Ensure that discipline prevails within the team and communicates any disciplinary issues to Superior / Human Resources. * Assist in the building of an efficient team by taking interest in their welfare, safety and development.



DMS Corporate Services Ltd - A member of the HF Markets Group

• Mauritius
• Financial Services
• 1 - 100 Employee

• Compliance Officer

  • Jan 2021 - Feb 2022

  * Perform ongoing monitoring of clients on screening tool and provide advice to users on hits obtained. * Assist with emails for Finance and KYC queries * Process and approve clients transaction in * Perform World Check where needed * Perform ongoing monitoring of clients on screening tool and provide advice to users on hits obtained. * Assist with emails for Finance and KYC queries * Process and approve clients transaction in * Perform World Check where needed



Inoveite Hybrid Tech Ltd

• Mauritius
• Financial Services
• 1 - 100 Employee

• Quality Assurance Specialist

  • Jan 2020 - Oct 2020

  * Monitor assigned calls in accordance with client requirements and reporting compliance issues to management * Measure and evaluate the performance of staff that interact with the clients * Use call monitoring and audio recording software to evaluate representatives' call performance * Execute all assigned tasks within timelines. * Monitor assigned calls in accordance with client requirements and reporting compliance issues to management * Measure and evaluate the performance of staff that interact with the clients * Use call monitoring and audio recording software to evaluate representatives' call performance * Execute all assigned tasks within timelines.



Synaegis

• 1 - 100 Employee

• Senior Quality Assurance Specialist

  • Oct 2019 - Jan 2020

  • Monitoring the calls of the agents.• Ensure no false information or lies are being provided to the customers.• Doing 1-1 meeting with the agents to provide feedback on their calls.• Report to the Team Leader on their team members' performance. Doing quarterly report to determine an agent progression.• Ensure delivery of reports to the director in a timely manner. [On Request]

• Quality Assurance Support

  • Mar 2018 - Oct 2019

  • Monitoring of Calls, Emails, Chats.• Ensure proper services are being delivered to the Customers.• Intervene to educate the agents where required.• Consistently sent emails to supervisors and provided feedback on performance of the agents.

• Customer Service Team Lead

  • Jul 2016 - Feb 2018

  • Passing information from the Management to the team members.• Setting monthly target in terms of emails/ calls/ webinar attendees.• Preparation of monthly performance reports and bonuses.• Ensure that every agents are abiding by the company protocols.• Doing 1-1 meeting with the agent where required.

• Customer Service Representative

  • Feb 2015 - Jun 2016

  • Assisting customers via Calls, Emails, Live Chats.• Register clients for webinar and motivate them to attend it.• Ensure customer satisfaction at the end of each tasks.• Explained clients the procedures; answering questions; providinginformation.