Rostan Rocky Dsouza
Senior Executive - Quality & Compliance | Fraud Risk Management | Data-Driven Leader
- Role
- Senior Executive - Service Quality Fraud Voice Specialist Capability Development at Firstsource
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Rostan Rocky Dsouza
As a Senior Quality Analyst, I have successfully fulfilled various key roles in the call…
Experience
Senior Executive - Service Quality Fraud Voice Specialist Capability Development
Sep 2024 — Present · Mumbai, IN
As a Senior Executive in Service Quality, I play a key role in ensuring service excellence and compliance in the financial sector. With expertise in fraud voice processes, I act as a spokesperson for fraud-related matters associated with TSB Bank (a Lloyds parent company) while working with Firstsource Solutions (FSL).Key Responsibilities: Team Leadership & Client Communication – Lead a team, collaborate with clients, and provide insights for strategic decision-making. Fraud & Compliance Management – Oversee fraud voice operations, ensuring regulatory adherence and risk mitigation. Reporting & Analytics – Manage NPS reports, breach reports, and prepare weekly/monthly packs for senior leadership, including VPs and Associate Directors. Service Quality & Training – Monitor calls for compliance, coach advisors, and work with operations and training teams to enhance performance. Audit & Process Enhancement – Conduct file audits, analyze data trends, and drive continuous improvements in service delivery.With 7+ years of experience, I specialize in quality assurance, regulatory compliance, and process optimization. My strong analytical skills, proficiency in Microsoft tools, and ability to navigate multiple applications ensure efficient service delivery and stakeholder satisfaction.Let\'s connect to discuss customer experience, compliance, and process excellence!
Education
University of Mumbai
Bachelor of Arts - BA
2009 — 2013
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