 I was responsible for high risk testing of bank’s covid financial relief program for collection department for BMO where I was involved in development, maintenance and execution of hardship quality testing for various bank offering to customer due to covid related hardship. I worked extensively for last 2 years with my director and developed related test template after carefully studying bank policies and operating procedure to ensure out offering is in compliance with regulatory disclosure , risk analysis is done before offering relief , proper authorization mechanism are developed and bank employees are following standard procedures and all checks are being performed to avoid reputation and financial risk.Perform quality call audit for NA Collection agents to test various aspect of call quality including Agent Dimension , Customer Dimension , LOB Policy and Process Dimension , Regulatory and Risk Dimension. Act as the key relationship person for QA department and run monthly power point presentation meeting with Senior management to review results , immerging trends , any applicable change and opportunity to improve business SOPs .Joined QA team from start and assisted senior manager in establishing QA operations with NA Collections , researched and tested existing collections SOPs and created QA testing scorecard / Playbook , ran multiple calibrations with business unit to finalize mutually accepted testing playbook.Provide day to day feedback and support to co-workers relative to call center QA review.Review and update QA department SOP as per changing business needs and as per LOB policy and procedure and calibration discussion.Developed strong working relationships with LOB management via verbal and written communication as an acting contact person between QA and LOB.Assist and provide feedback to QA Collection Manager as per the need.Communicate immerging issue , gaps , deficiencies and escalate issues to Senior Management on a timely basis.

Assessed and monitored high value phone banking transactions as per NACCC BMO Compliance and Risk department guidelines to ensure operational effectiveness and adherence to AML and other regulatory requirement in timely manner .Reviewed and assessed all other form of customer requests and transactions to ensure business processes are followed , SLA are met , good judgments are used while performing revenue reversal to prevent financial and reputation losses.Assisted manager Compliance and Risk with contact centre related fraud, privacy breach and other non ethical escalation and investigation. Performed routine Operational effectiveness checks and reviews to ensure compliancy with Letter of Authority, Logistical Security, BCP, Complaint Resolution etc. Performed Anti Money Laundering (AML) audit of secondary card application, credit card product related financial transactions and system maintenance audit(1800 series) in retail and corporate LOB as per in placed process and RCSA.Produced and presented monthly/year end statistical reports to senior leadership team for strategic resource and capacity planning In charged of quarterly and year end quality audits of written customer request handling practice and its associated correspondence to ensure business process are followed , SLA are met , appropriate response are provided and all necessary amendment have been made to customer’s account as requested. Part of the audit included review and evaluation of response to executive complains, legal name changes, acct cancelations, reaging / interest / annual fee / product change / air mile and taxable benefits related escalations, adding additional cardholders, refunding credit balance etcConducted assessments to identified issues related with MasterCard Balance Insurance and provided remedial recovery processHandled live production credit card test accounts set up and supported ongoing projects to ensure smooth system operations

Investigated and responded to high volumes of telephone inquiries from customers & BMO branches, relative to retail MasterCard, Line of Credit & Corporate productsProvided professional and friendly service while maintaining strict adherence to domestic and ICA regulationsAccurately provided customers with information relative to insurance programs offered by the Bank (e.g. Travel protection, Travel medical and Balance protection etc.