Abdul Wahid Khan
Quality Analyst & Process Trainer
Summary
Dynamic Trainer with a proven track record at Werize Finance Mortgage Pvt Ltd, excelling in handling NHT batches. Skilled in delivering actionable feedback and updating training materials to foster continuous improvement.
Overview
12
12
years of professional experience
4
4
Certifications
4
4
Languages
Work History
Trainer
Werize Finance Wortgage Pvt Ltd
03.2024 - Current
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Collaborated with subject matter experts to create accurate training content.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
- Monitored the call and highlighted gaps related to process, technical issues, agent performance, and application usage.
Quality Analyst
StarTek
08.2013 - 03.2024
- Auditing call - Identifying areas of opportunity, and providing real-time feedback for improvement.
- Call calibration - Conducted calibration with all QA analysts, team leads, and managers on what quality standards look like, so everyone evaluates calls the same way.
- Process inputs - Provided process inputs to team management based on regular audits and ACPT analysis, highlighting key areas for improvement.
- Action plan - Based on root cause analysis, includes conducting product training sessions, updating tools, and providing regular feedback on improvement opportunities.
- Project initiative - Led a project initiative, titled 'Zero to Hero,' aimed at improving process metrics through proactive efforts and continuous improvement.
- Reports - Responsible for generating daily, weekly and monthly reports for internal purposes, (CDR, ACPT, DQR, Non-FCR analysis, long AHT analysis, C-SAT analysis and Quality Dashboard).
- Activities - Conducting call listening session, briefing session and side barging.
- Tools - Check sheet, Histogram, Pareto chart
Education
B.COM - Bachelor of Commerce
Rabindranath Tagore University
Bhopal 04.2001 -
Skills
Public speaking
New hire training
Training material updates
Training needs analysis
Feedback delivery
Time management
Multitasking
Active listening
Training needs identification
Certification
Certified [Blast], [Startek]
Interested to work on PPT and spending time with my family
- Creating slides with strong visuals is a great way to engage your audience and make your message stick.
Timeline
Trainer
Werize Finance Wortgage Pvt Ltd
03.2024 - Current
Certified [Blast], [Startek]
08-2023
[Quality Bravo Award], [Startek]
12-2016
[Best Quality], [Aegis customer support pvt ltd]
12-2015
[Best Executive], [Aegis customer support]
12-2013
Quality Analyst
StarTek
08.2013 - 03.2024
B.COM - Bachelor of Commerce
Rabindranath Tagore University
04.2001 -