Deepa M

With over 6 years of experience driving process and product quality across BFSI, logistics, and manufacturing environments, I bring a strong track record of improving customer experience, compliance, and operational efficiency through structured audits, data-driven insight, and process innovation.

Quality Analyst at Wortgage Finance Pvt Ltd (Present)

Monitor both human and AI-driven customer interactions across calls, chats, and email for BFSI products including FD, Credit Card, and Mortgage, ensuring service quality, compliance, and CSAT improvement. Design and deliver training and quality certification programs for TNI batches and new joiners. Manage cross-functional stakeholder relationships spanning Client Onboarding and Outsourcing Agency teams.

• Drove 18% improvement in business performance by proactively surfacing raw data and insights from existing database to relevant departments
• Increased customer connectivity by 21% on RNR (Ring-No-Response) cases through a WhatsApp automation solution proposed and helped implement
• Improved AI bot accuracy by 15% by identifying response gaps during audits and recommending refined prompts

Trukker Technologies

Rupeek Fintech

Schneider Electric