Thara Kumar

Senior Analyst ( call monitoring)

Talent

Bangalore Rural, BengaluruMember since June 19, 2026

RecruitmentSourcingCall quality monitoringCall auditing

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RecruitmentSourcingCall quality monitoringCall auditing

About

Experienced in call quality monitoring/ Call auditing in US Banking and US Mortgage sector. Experienced as HR recruiter to source potential candidate from junior to senior level position. Hands on experienced in end-to-end recruitment process which involves sourcing, screening, shortlisting, salary negotiation, scheduling telephonic interview, coordinating and follow up with the shortlisted candidates.

Experience

Senior Analyst at Moder Solutions India Pvt Ltd (2023-08 – Present)

Call Quality Monitoring in US Mortgage sector

Experienced into US Mortgage
To monitor inbound and outbound servicing related calls including loss mitigation
Listen to the recorded or live agent calls and evaluate the quality of interactions and ensure adherence to the company standard
Evaluate agent calls and performance based on the given metrics which include communications skills, the script, Knowledge of mortgage and compliance with the company policies
To analyze the findings from the process reviews and develop reports for the improvement of the agents
To provide feedback in a professional and helpful manner to improve the performance of the agent
To send audit reports regularly on a weekly basis for the client with detailed reports, summarizing audit errors for areas of improvement of the agent
To complete all the assigned agent, call on the given time and to meet the target on a daily basis with good rate of accuracy and quality
To be a part of calibration sessions
To train new teammates in terms of process as per client requirement

Process Associate at Bread Financial (All Data Card services) (2020-07 – 2023-08)

Call Quality Monitoring in Banking/Financial service on Credit card sector

Experienced in (Banking)/ Financial service on Credit card sector
To Audit inbound and outbound calls for care, collections, and new accounts
To monitor the agents calls for various parameters like greetings, professionalism, communication, and process knowledge
To evaluate and score call that is published in nexida application
Listen to the calls and verify the notes and transaction that is on the applications and score accordingly
To remediate the calls wherever its necessary
Audit Escalation calls for senior account specialist agents for escalated issues and complaints
Fill out the audit form with proper scoring and give appropriate feedback to the agents on arears of improvement
Conducting calibration sessions with onshore team to ensure consistency in process or procedure updates
Maintained 100% accuracy, quality audits and achieved targets on weekly and monthly basis
Worked on word, excel and teams to execute daily works

Recruitment Executive at K12 Techno Services Pvt Ltd (2019-11 – 2020-02)

Handling the end to end campus and off campus recruitment activities for all the graduate colleges to recruit the talented candidates
Hiring the candidates for Pre Primary, primary and secondary teachers for Orchids International School
Visiting the campuses taking up the presentation, recruiting and conducting the placement drive for all streams of students
Worked with the internal recruiting team for Academic coordinator, Academic manager, Product Manager, Academic head, Product head
Sourcing the candidate from Naukri, LinkedIn and through employees' reference, existing data and candidate reference
Briefing the selected candidates to take the online test in the cvbox
Coordinating with the planners for scheduling the Face to Face or Telephonic round of interview for campus recruited candidate
Being the point of contact for all the students, resolve their quires in order to ensure good connect with the students and the placement cell
Briefing all the shortlisted and selected candidates on the mandatory documents and other joining formalities
Handling the documentation such as preparing the offer letter, Confirmation letter and relieving letter

IT recruiter at Panso Solutions (2019-03 – 2019-08)

Involved in end to end recruitment
Experienced in contract and permanent staffing
Experienced in screening, sourcing, shortlisting and follow up with the candidate
Sourcing the candidate from various job portals
Understanding the client requirement and source the active and passive candidate with in the given period of time
Upload the candidate profile in the job board
Scheduling the interview for the shortlisted candidate and coordinate
Follow up the candidate till the joining and ensure the smooth relationship with the candidate till on boarding the candidate
Ability to work with multiple assignment at a time

IT Recruiter [US Staffing] at Intelliswift Software India Pvt. Ltd (2016-11 – 2017-06)

Responsible for sourcing, screening, calling, and coordinating for face to face interviews
Understanding the client's requirements, coordinating for short-listing
Sourced potential candidate for the suitable position and following up
Submitting the candidate for the suitable position
Finding and hiring candidate on company's payroll, W2, C2C and for hourly basis
Bill rate negotiation
Dealing with consultant's on H1B, GC, Citizens Etc
Conducted preliminary phone interview and performed reference check
Prepared and formatted resumes of candidate for the presentation to the client's
Monitoring and follow up till the final submission and final selection