AFZAL SHAIKH
Quality Analyst
Mumbai
Summary
An exceptional data and voice auditor with expertise in time management, and cross functional communication. Skilled at evaluating both verbal & written communication with customers. Coaching associates to succeed by helping them provide superior service to customers. Improving the overall quality of the process with my knowledge and expertise. CONTACT +91 8286886673
Overview
10
10
years of professional experience
4
4
Certifications
5
5
Languages
Work History
Quality Analyst
Mohammed Afzal Shaikh
Mumbai
01.2017 - Current
- Perform quality reviews/ audits on pre-defined CTQ's by the QC application.
- Review predefined standards & highlight inconsistencies or lack of information.
- Participate in weekly team and client calibration's to improve in quality procedures and support.
- Publishing daily, weekly & monthly Quality Performance dashboards, reports (Call connect, AHT, Call status, Escalation,etc) & insights using applications like Power BI and MS Excel to ensure minimum client escalation
- Coaching, mentoring, educating & setting expectations with associates as well as new trainees regarding process and quality compliance.
- Assess the associates for training needs if not meeting the SLA's
- Brainstorming on quality analysis
- Understanding organization's priorities & assessing call behaviors for regulatory compliance
- Track and monitor performance towards key metrics (CSAT & NPS), deliver and implement improvement strategies and develop solutions to optimize team workflows.
- Conduct quality huddle sessions and maintain the floor rigor on error feedback, process knowledge tests etc.
- Well versed with 7 QC Tools.
- Ability to analyze and identify RCA and RCI to define CAPA.
- Manage Internal Certifications, OJT batches and refresher trainings.
Sr.Associate
Firstsource Solutions Ltd
08.2014 - 10.2016
- Ensuring deliverance of Customer Satisfaction by achieving NPS on chats
- Meeting weekly sales conversion
- Attaining team targets
- Offering step-by-step guidance to customers & adding to their overall experience of ordering online
Sr.Associate
WNS Pvt Ltd
08.2014 - 10.2016
- Assiting hotel vendors with reservation
- Extending details regarding credit card transactions to vendors
- Relocation of customer reservations whenever required
Education
Bachelor of Commerce -
L.S. Raheja College of Arts & Commerce
HSC - undefined
Public College
Skills
PPT Skill
undefinedCertification
Promoted within 6 months as Quality Analyst after joining as SPE in Cognizant
Hobbies
Travelling, watching movies, fragrance enthusiast and journaling
Timeline
Promoted within 6 months as Quality Analyst after joining as SPE in Cognizant
06-2017
Awarded Certificate of Appreciation for Processing highest number of orders with a quality score of +90% in Cognizant
05-2017
Quality Analyst
Mohammed Afzal Shaikh
01.2017 - Current
Awarded first prize for maximum sales Conversion in Firstsource
01-2016
Sr.Associate
Firstsource Solutions Ltd
08.2014 - 10.2016
Sr.Associate
WNS Pvt Ltd
08.2014 - 10.2016
Attending highest number of calls with a Quality score of +90% in WNS
06-2013
Bachelor of Commerce -
L.S. Raheja College of Arts & Commerce
HSC - undefined
Public College
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