Soundarya Balakrishnan

Detail-oriented Quality Assurance Analyst (Banking Operations) with 3+ years of experience in Concentrix (HSBC Banking Process), specializing in interaction quality reviews, SOP adherence checks, process compliance validation, and customer service quality monitoring. Experienced in identifying process deviations, ensuring adherence to operational guidelines, and supporting continuous process improvement initiatives. Strong exposure to banking operations, customer verification procedures, audit documentation, and stakeholder communication.

Currently pursuing MBA in Finance.

Senior Quality Assurance Analyst - Concentrix

(2024-01)

HSBC Banking Process

• Conducted quality evaluations of customer interactions to ensure adherence to SOPs and banking process guidelines
• Reviewed agent performance to validate compliance with customer verification and payment handling procedures
• Identified process deviations and recurring errors through detailed quality checks and root cause analysis
• Maintained QA documentation, audit records, and quality reports for internal review purposes
• Collaborated with stakeholders and team leaders to improve process quality and operational efficiency
• Provided feedback and guidance to agents on quality standards and process adherence

Senior Customer Service Representative - Concentrix

(2022-01 - 2023-12)

HSBC Banking Process

• Handled customer interactions while following banking SOPs and customer verification procedures
• Processed payment-related requests with accuracy and adherence to operational guidelines
• Supported quality improvement initiatives within banking operations
• Assisted in identifying process gaps and operational inefficiencies
• Consistently delivered performance in a high-volume, quality-driven environment

Customer Service Executive - Reliance Private Limited - Remote

(2021-01 - 2021-12)

• Handled customer queries via phone/email with adherence to service protocols
• Followed SOPs and data privacy guidelines while handling customer information
• Maintained quality and turnaround time metrics
• Escalated customer issues as per defined procedures

Bachelor of Technology - Information Technology - PSG College of Technology (2020-06)

Master of Business Administration - Finance - Annamalai University (2026-05)