Abhishek Kumar Sharma

Detail-oriented FinTech professional with over 3 years of comprehensive experience spanning call quality auditing, V-KYC compliance verification, and frontline financial customer support. Proven specialist in auditing 80+ live and recorded calls daily, driving a 99%+ compliance accuracy benchmark across digital lending workflows. Demonstrated expertise in RBI V-KYC guidelines, liveliness and OVD checks, FAT/NFAT discrepancy detection, agent incentive calculations, and structured feedback delivery.

Multiple-time Overall Performer of the Month with immediate availability.

Call Quality Analyst - Olyv - Bangalore, India

(2024-04 - 2026-09)

• Consistently audited 80+ live and recorded customer interaction calls and agent transactions daily, ensuring strict compliance with digital lending and V-KYC verification standards.
• Monitored critical identity verification checkpoints including live geo-tagging, IP validation, facial match liveliness, and Aadhaar/PAN authenticity to prevent onboarding fraud.
• Conducted rigorous checks on agent payout calculations, commissions, incentives, loan adjustments, and backend financial adjustments.
• Identified critical quality gaps (FAT/NFAT), prepared root cause analysis (RCA) dashboards, and delivered feedback during weekly calibration sessions to minimize repeat errors.
• Compiled comprehensive daily, weekly, and monthly quality audit reports and performance scorecards for operations leadership.

Customer Support Executive - Olyv - Bangalore, India

(2023-11 - 2024-03)

• Handled high-volume inbound calls regarding personal loans, repayment schedules, disbursement queries, and account discrepancies.
• Assisted customers with digital identity verification and documentation drop-offs, ensuring seamless coordination with backend risk teams.
• Maintained superior service quality, consistently meeting CSAT benchmarks, optimal AHT, and strict regulatory compliance guidelines.

Retention Executive - BlackBuck - Bangalore, India

(2022-11 - 2023-10)

• Managed proactive outbound retention campaigns, successfully resolving account-level concerns, transaction disputes, and operational bottlenecks.
• Analyzed interaction history and user retention trends, coordinating with sales and operations teams to improve overall service renewal rates.
• Maintained accurate, compliant CRM records and documentation for all customer accounts and transaction escalations.

Bachelor's Degree - Indira Gandhi National Open University (IGNOU) (2023)

Higher Secondary (12th) - Radhika Town High School (2018)

Secondary Education (10th) - Shri Shiva High School (2016)