Isha Gupta

Experience

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  JindalX

  Apr 2011 - Feb 2016

  Successfully lead a team of Quality Analysts and auditors across multiple programs with 500+ employee base with wide range of programs for US, UK, Australian & Domestic clients (collections (1st & 3rd party), customer service , lead generation, sales (telecom, energy, Insurance, Credit consolidation), backend functions (audits & monitoring), offshore monitoring, sales verification). ISO 270001 compliance and security Audits. PCIDSS Compliance Implementation.Excellent working Knowledge of Seven Quality tools & Six Sigma tools methodologies used in business excellence projects (e.g. Fish Bone, Pareto etc.). Proficient in MS office tools like excel & PPT. Developing Quality monitoring system, identifying training needs / developing Training Plans for collections, Customer service & Sales/Payment Verification processes. Offshore monitoring processes for US call centers. Client calibration and performance reviews with clients.Successfully lead several time bound process improvement / employee development projects involving front end employees and support functions.Operations management, forecasting, WFM, strategic planning, costing and client contracts.Conflict resolution and negotiations. Handling lawsuits, formal & customer Complaints for all clients (internal investigations, responses, settlement negotiations).Preparing RFIs and presentation for perspective clients. Handling end to end process transition. Understanding and reviewing perspective sand existing client contracts to ensure compliance with SLAs.Ensure Compliance with Federal laws (FDCPA, IRDA, CFPB, TCPA, FCRA) and reviewing/ researching regular updated from industry masters Information week, Insidearm etc.Designing process flow for customer correspondence. Production Audits and process improvement projects. Developing and conducting training programs for all levels. IT enabled Automation of Quality systems & processes. WFM , Cost effectiveness, QA selection, training, performance mgt. Show less

  • AGM Quality

    Apr 2014 - Feb 2016

  • Sr. Manager Quality & Compliance, Chief Information Security Officer

    Apr 2011 - Mar 2014
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  Encore Capital Group

  Mar 2016 - Jan 2019

  Assistant Vice President - Compliance
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  Midland Credit Management, an Encore Capital Group Company

  Jan 2019 - now

  • Director, Risk & Compliance

    Mar 2021 - now

  • Assistant Vice President, Risk & Compliance

    Jan 2019 - Mar 2021