Abdul Areef
Puttur
Summary
To obtain a challenging position in a reputable organization where I can apply my skills, broaden my knowledge, and contribute meaningfully to the company's success.
Overview
8
8
years of professional experience
Work History
SENIOR QUALITY ANALYST
CONCENTRIX
05.2024 - Current
- Led quality audits across personal loans and credit cards (secured & unsecured), ensuring compliance with internal policies and regulatory standards.
- Analyzed quality trends; maintained feedback trackers and drove Corrective and Preventive Action to reduce repeat errors and improve first-time-right quality.
- Conducted risk analysis using FMEA and root cause analysis (5 Whys); prepared TNI/TNA to address skill gaps.
- Led regular performance review calls with onshore and offshore stakeholders to review team performance, quality gaps, root causes, and action plans.
- Improved team quality scores to consistently meet SLAs and compliance targets.
- Ensured audit readiness by maintaining documentation, evidence logs, and compliance trackers.
- Partnered with Operations and Training to close quality gaps and implement sustainable process improvements.
- Delivered knowledge bytes, gap trackers, calibrations, and team huddles to ensure process alignment.
- Prepared Quality, Calibration, SLA, and EOD reports for stakeholder visibility.
- Supported pilot batch transitions and early-stage process stabilization for new processes.
- Provided structured quality coaching and supported PIPs to uplift performance.
- Analyzed customer detractors and feedback to identify improvement areas and drive action plans to improve NPS and customer experience.
- Effectively handled customer complaints and complex inbound/outbound escalation calls, including supervisor-level interventions, ensuring resolution within SLA and high customer satisfaction.
- Proposed data-backed process improvements to enhance customer experience and reduce operational friction.
- Trained new quality team members on audit deliverables, risk, reporting, and governance.
- Provided supervisor-level support to operations when required, ensuring smooth handling of escalations and day-to-day challenges.
SENIOR PROCESS EXECUTIVE
CONCENTRIX
04.2021 - 11.2023
- Performed end-to-end assessment of credit card and personal loan applications, including income and liability verification.
- Managed inbound/outbound customer calls to resolve queries and expedite verifications.
- Acted as SME and trainer; supported transition and stabilization of Consumer Finance operations.
- Identified red flags and escalated high-risk cases to mitigate exposure.
- Served as keyholder, overseeing business opening and closing activities.
- Demonstrated strong risk awareness and professional integrity, contributing to progression into the Quality Analyst role.
SENIOR PROCESS EXECUTIVE
CONCENTRIX
12.2018 - 03.2021
- Conducted detailed credit assessments for mortgage applicants using credit reports and financial documentation.
- Applied the 5 Cs of Credit (Character, Capacity, Capital, Collateral, Conditions) to assess file quality and identify underwriting risks.
- Ensured strict adherence to regulatory requirements and internal policies, maintaining high accuracy and compliance standards.
- Maintained a zero-defect quality mindset, consistently delivering high-accuracy reviews with minimal rework.
SENIOR ASSOCIATE
TATA CONSULTANCY SERVICES
01.2018 - 12.2018
- Contributed to multiple temporary projects, gaining cross-functional exposure in U.S. mortgage income verification.
- Adapted quickly to changing project requirements, ensuring smooth transitions and consistent, client-aligned delivery.
- Reviewed and validated customer income documentation across multiple income types.
- Analyzed trust documents to identify ownership structures and key clauses.
- Managed high-volume queues under tight SLAs with flexible working schedules.
Education
Bachelor of Commerce -
St Philomena college
Skills
- Strong decision-making under pressure
- High attention to detail
- Change management
- Adoption support
- Ownership mindset
- End-to-end accountability
- Continuous learning mindset
- Quick adaptability
- Strong people management
- Constructive feedback
- Outcome-driven feedback
- Systematic approach to problem identification
- Priority setting
Activities
- Outdoor games / team sports
- Travelling and exploring - Trekking / hiking
Languages
- English
- Kannada
- Tamizh
- Malayalam
- Hindi
Timeline
SENIOR QUALITY ANALYST
CONCENTRIX
05.2024 - Current
SENIOR PROCESS EXECUTIVE
CONCENTRIX
04.2021 - 11.2023
SENIOR PROCESS EXECUTIVE
CONCENTRIX
12.2018 - 03.2021
SENIOR ASSOCIATE
TATA CONSULTANCY SERVICES
01.2018 - 12.2018
Bachelor of Commerce -
St Philomena college