Shilpa Manpuria

Quality Lead, Risk & Compliance @IBM

Bengaluru, IN

Assigning the task to team member and ensure task completed within SLA.• Recommending and executing quality improvements for production quality.• Drove daily quality and related activities with effective communication and leadership. • Timely team support to act along with process updates and also to avoid process congestion during high traffic time. Managing team’s productivity, utilization and QC error.• Conduct 10% quality sample checking on name screened by analyst to ensure name screened according to Bank/FI/Corporate requirement. • Design concise quality report and RCA according to error category and project based.• Prepare and present daily, weekly and monthly quality report to stakeholders.• Recommend screening improvements for analysts or projects upon analyzing quality report.• Conduct training and refresher for turnaround time (TAT) and quality improvement.• Identifying suspicious patterns, red flags, AML scenarios and Agent typing. Tools experienced with: Verafin, FIS IBS, Synergy, Google and Appway,(IBM Internal Tool for Production purposes)• Conduct Case investigation on referrals from Fraud unit, Alerts unit and branch referrals.• Conduct weekly coaching sessions for the team, providing quality improvement feedback.