Skills: Core Banking · Mortgage Lending · Trade Finance · Credit Risk Management · Branch Banking

Worked with a leading global network service provider as a Quality Analyst (QA) for Service Quality Assurance process in American Telephone & Telegraph (AT&T) Project.Responsibilities:• Member of Incident management team.• Maintain the Quality of work done by ATT Technicians which makes the profits for ATT.• Audit the network related tickets which generates at the time of any network failure and calculate the correct time duration to resolve the issues.• Measure the performance of AT&T network engineers by calculating their mean time to repair a particular circuit and share feedbacks.• Analysis on all non-measure time from an AT&T failure to avoid having negative impact on individual customers or overall centre results for AT&T.• Coordinate with onsite ATT Technicians to increase the performance and update the tickets on regular interval.• Provide On- call training/ feedback to AT&T technician to get better results.• Meeting Client SLA with 100% Quality.• Manage daily Ticket Tracker, Database, Assign Targets and maintaining weekly reports for analysis.