Aatifa
Trainer Quality Analyst (QA) | Compliance Executive
About
IIBF-certified operations and learning and development professional with over 9 years of experience in collections and recovery management, quality assurance, regulatory compliance, and corporate training within banking and NBFC environments.
Experience
Trainer Quality Analyst (QA) | Compliance Executive
Hi-Tek Syndicate
January 2025 – Present · New Delhi
Conduct end-to-end new-hire induction and onboarding; deliver classroom and virtual training across products, processes, collections, customer service, compliance, systems, and soft skills; design and update training modules, SOPs, assessments, process manuals, quizzes, and learning materials; manage training MIS and governance records; identify training needs through TNI, TNA, quality feedback, productivity reports, and stakeholder discussions; coach bottom-quartile performers and conduct floor huddles, role plays, mock calls, and workshops; serve as operational point of contact for banking and NBFC partners; draft RCA reports and close disputes within TAT; manage a team of 5 Quality Auditors; conduct calibration audits; detect and mitigate internal financial frauds; coordinate with Business, HR, Quality, Compliance, Operations, and MIS teams.
Collections Executive
SSS Solution
January 2024 – September 2024 · New Delhi
Managed collections, risk assessments, and recovery lifecycles for high-volume Business Loan portfolios and retail banking sectors including Paytm Bank and RBL Credit Card; monitored cross-functional team dynamics and targeted field operations; used payment negotiation tactics to exceed monthly recovery goals; mediated and resolved debtor conflicts while following customer service and legal guidelines.
Assistant Manager
Kotak Mahindra Bank Ltd. (On Roll of Ivangel Sales & Service Pvt. Ltd.)
June 2019 – September 2023 · New Delhi
Managed operational relationships and compliance oversight for external vendors, field recovery agents, and legal panel representatives; developed and executed recovery strategies for delinquent Personal Loan portfolios across RBS, Barclays, Axis Bank, Citi Bank, and Bajaj; mentored floor teams, redesigned workflow operations, and enforced systematic metric audits; audited legal and financial escalations and used structured settlement negotiation protocols to reduce institutional risk.
Telecaller & Floor Manager
Keepers Collection Agency
June 2017 – June 2019 · New Delhi
Directed day-to-day call floor activities for Personal Loan and Credit Card recovery, including the ICICI Written-off Recovery portfolio; drove target achievement through real-time tactical adjustments and live call coaching.
Computer Operator
Alliance Safety Solution
April 2016 – April 2017 · New Delhi
Maintained billing documentation, generated corporate invoices, and audited payment vouchers using MS Excel and Word.
Education
Indira Gandhi National Open University (IGNOU)
Bachelor of Science (B.Sc.), Anthropology
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Technical Diploma, Nursery Teacher Training (NTT)
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One-Year Advanced Computer Applications Course
One year
CBSE Board
Senior Secondary Certificate
CBSE Board
Secondary School Certificate