Rohit Giri

Dynamic and results-oriented Operations & Quality Leader with over 6 years of experience scaling processes and driving cross-functional success in high-growth fintech environments. Proven track record of directing 20+ member cross-functional teams including auditors, trainers, and data analysts to consistently exceed SLAs in productivity, accuracy, and compliance. Specialized in merchant pre & prost onboarding, fraud risk operations, and quality assurance, highlighted by successfully slashing onboarding TAT from 12 days to 2 days.

Skilled at leveraging data-driven strategies, root-cause analysis, and process automation to optimize workflows, mitigate risk, and elevate the overarching customer journey.

Senior Quality Analyst / Operations Lead - PhonePe

(2024-11)

• Direct and mentor a cross-functional team of 20 to 25 members, including auditors, reporting analysts, and trainers. Drive employee retention, engagement, and recruitment (screening/interviews), while fostering a high-performance culture through 1:1 coaching, real-time scorecard discussions, and collaborative brainstorming sessions.
• Spearheaded VKYC and Due Diligence training initiatives, developed comprehensive audit forms, and collaborated closely with IDFY to streamline merchant/user verification processes.
• Created monthly quality dashboards for Operations and Strategy teams. Analyzed key Ops and Experience metrics (MSAT, Repeat, Reopen, ART, AHT) utilizing BI dashboards to drive actionable insights and track performance. As the primary presenter for Weekly, Monthly, and Annual Business Reviews (WBR/MBR/ABR) with key clients and internal leadership, aligning team productivity and accuracy metrics with broader business goals.
• Revamped SOPs and training content for internal teams and BPO partners. Created over 200+ canned responses for Live Chat to improve resolution times, and updated complex Decision Tree (DT) paths covering Onboarding, Dashboard, and Partnerships to ensure alignment with new business processes.
• Evaluated and utilized multiple CRM and Knowledge Management tools, including Freshdesk, UAP, Knowmax, FreshChat, Greylabs.AI and Salesforce, to enhance overall user experience and workflow accessibility.

Senior Quality Analyst / Team Lead - Razorpay Software Pvt. Ltd

(2021-04 - 2024-10)

• Spearheaded the Merchant Onboarding process optimization, driving continuous operational improvements that drastically reduced onboarding TAT from 12 days to 2 days within an 8-month period.
• Handled a team of 15 members for Post Onboarding. Monitored and evaluated the quality of merchant service interactions across phone, email, chat, and social media to ensure adherence to company protocols.
• Shared actionable data insights with cross-functional Sales, Risk, and Tech teams to accelerate merchant activation and resolve recurring bottlenecks. Analyzed current merchant support processes and implemented changes to enhance efficiency, reduce response times, and improve satisfaction.
• Developed and implemented comprehensive new SOPs and best practices for internal operations and customer interactions. Streamlined workflows to dramatically improve response times for complex customer support inquiries.
• Led daily performance reviews and coaching sessions. Monitored Bottom Quartile Management (BQM) and executed targeted TNI and IDP/PIP plans to elevate overall team quality, productivity, and client satisfaction.

CCSS Representative - HSBC Electronic Processing India Private Limited

(2020-06 - 2020-12)

• Addressed customer inquiries regarding banking products, account management, and transactions.
• Investigated and resolved customer complaints efficiently by liaising with different bank departments.
• Assisted customers with account updates and identified opportunities to cross-sell/upsell banking products to contribute to revenue goals.
• Ensured all interactions strictly complied with USA laws, banking regulations, and internal confidentiality policies.

Escalations Executive (ATL - Customer Delight) - SWIGGY

(2018-11 - 2020-01)

• Managed a specialized task force of 8 members on a high-impact project initiated by the Fraud Investigation team. Successfully identified, tracked, and mitigated fraudulent customer behaviors related to unwarranted refunds and coupon abuse.
• Handled severe, high-urgency customer complaints and escalations, balancing personalized customer support with strict revenue protection policies.
• Conducted deep-dive investigations into escalation trends to identify operational gaps. Collaborated with cross-functional teams to implement corrective actions and process improvements.
• Worked closely with delivery partners, restaurant management, and internal support teams to ensure seamless issue resolution and compliance with company standards.

Sr.Relationship Manager - NEXA (Maruti Suzuki)

(2017-02 - 2018-09)

• Managed, trained, and mentored a dedicated sales team of 5 members, driving daily operations to consistently meet or exceed sales targets set by the dealership.
• Guided the team in delivering personalized service to each customer, assisting with vehicle selection, test drives, and navigating financing options including loans, leasing, and payment plans.
• Spearheaded and organized promotional events, car launches, and exhibitions to attract potential customers, showcase the NEXA brand, and generate high-quality sales leads for the team.
• Overseen comprehensive after-sales service and regular follow-ups with customers post-purchase to ensure satisfaction, address concerns, and guarantee a seamless transition from purchase to ownership.

B.Com - Dr. C.V. Raman University (2013 - 2015)

Pre-University College - Commerce, Economics, Civics, and Accountancy - Delhi Academic Council for Higher Education (2002 - 2004)

S.S.L.C - Baldwin High School (2002-03)