Summary
Overview
Work History
Education
Skills
Interests
Accomplishments
Timeline
Generic

Akash Dsouza

Senior CSA / Business Quality Analyst
Bangalore

Summary

Ambitious Quality Analyst with track record of dependability and leadership. Knowledgeable in QA methodology with proven history of reducing errors to increase quality. Proficient in preparing test cases, plans, and scripts. Dedicated to analyzing and resolving defects.

Overview

8
8
years of professional experience
3
3
Languages

Work History

Business Quality Analyst

Firstsource Solutions
11.2024 - Current

Financial assistance and support team.

  • Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
  • Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems, or production deficiencies.
  • Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
  • Mentored junior team members, contributing to their professional growth and development.
  • Established best practices for knowledge sharing, fostering a culture of continuous learning, and improvement.
  • Developed effective training materials for diverse audiences, resulting in improved skill sets and increased job satisfaction.
  • Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
  • Managed complex projects from inception through completion, delivering high-quality results within tight deadlines.

Sales and collections

One Digital, Hinduja group
02.2020 - 05.2024
  • Implemented new sales strategies and techniques that led to significant improvement in team productivity, with each individual achieving average of 10% higher quota attainment
  • Collaborated with marketing department to launch targeted campaigns that generated increase in lead generation within Mangalore market
  • Contacting customers: Establishing contact with customers to verify their details and account status
  • Following up on overdue accounts: Chasing outstanding invoices from customers and ensuring customer payment to terms
  • Collection Associate in CMS, Keep track of assigned accounts to identify outstanding deps.
  • - Course of action to recover outstanding Payments.
  • - Negotiate payoff deadlines or payment plans.
  • - Handle questions or complaints.
  • Monitoring collection agencies: Continuously monitoring collection agencies and collection executives to identify fraudulent practices

Forex Analyst

Foreign Xchange
09.2017 - 11.2019
  • Conducted in-depth analysis of forex market trends to identify key opportunities for investment, resulting in 10% increase
  • Collaborated with cross-functional teams to streamline forex auction process, reducing turnaround time by 30% and increasing customer satisfaction ratings
  • Implemented new CRM system to track customer data and interactions, leading to improvement in customer retention rates
  • Analysed market trends and competitor pricing strategies to set optimal price targets for sale, resulting in increase in sales volume and in profit margin.

Education

BBA - Accounting

University of South Australia
Adelaide, South Australia

Pre-University - commerce

St. Aloysius Pre-university College
03.2017

Skills

  • Microsoft Office
  • Quality improvement
  • Customer Acquisition
  • Project Management
  • Data analysis
  • Report creation
  • Training material development
  • Quality processes
  • Audit processes
  • Training and mentoring
  • Strong analytical skills

Interests

Off-road trails and rally, Freediving, Ice-skating, Working on motorcycles, Judo

Accomplishments

  • Received rewards and recognition for best SME (subject matter expert) for June,2025.
  • Additionally received a certificate of recognition for going an extra mile in March,2025.

Timeline

Business Quality Analyst

Firstsource Solutions
11.2024 - Current

Sales and collections

One Digital, Hinduja group
02.2020 - 05.2024

Forex Analyst

Foreign Xchange
09.2017 - 11.2019

Pre-University - commerce

St. Aloysius Pre-university College

BBA - Accounting

University of South Australia
Akash DsouzaSenior CSA / Business Quality Analyst