Arif Mohammad

• Monitored team performance and drive their KRA's
• Met all KRA's including attrition and shrinkage
• Sharing reports and data tracking.
• Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
• Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
• Developed and updated tracking spreadsheets for process monitoring and reporting.
• Generated reports detailing findings and recommendations.
• Conducted regular reviews of operations and identified areas for improvement.
• Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
• Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
• Held weekly team meetings to inform team members on company news and updates.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.

• Managed a team of 15 Quality Assurance (QA) professionals.
• Created governance reports and ensured weekly and monthly targets were met.
• Maintained the ATA score to be in the reward zone.
• Shared production reports every 2 hours and Quality Score reports on a daily basis with clients and internal upper management.
• Conducted Quality induction sessions for new hires.
• Conducted dip checks on production floor and within Quality team to ensure timely updates delivery.
• Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
• Developed and maintained effective relationships with key stakeholders to better understand their needs and expectations.
• Implemented process improvements that led to reduced turnaround times for critical tasks without compromising quality.
• Conducted regular progress reviews and internal calibrations with individual team members to identify areas for improvement and provide guidance on career development opportunities.
• Managed schedules, accepted time off requests, and found coverage for short shifts.

• Audit calls as per the client's requirements.
• Record feedback and let the Customer service representative know about his/her areas of improvement.
• Identified process inefficiencies through meticulous data analysis, leading to streamlined operations and increased productivity.
• Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
• Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
• Ensured compliance with regulatory requirements by meticulously reviewing documentation and maintaining accurate records.

• I started working as a customer care executive and provided exceptional customer support with dedication and commitment.
• My performance was recognized and I got promoted within 6 months.
• I efficiently managed a team of 15+ advisors, striving for excellence in process scores, and minimizing shrinkage and attrition.
• I utilized exceptional communication skills and managed conflict resolution among team members, fostering a positive and collaborative work environment.
• I set performance expectations for the team, monitored progress towards goals, and provided constructive feedback as needed.
• I collaborated with other department leaders to establish shared goals and ensure alignment across teams. By closely monitoring service quality standards and addressing any issues promptly.
• I increased customer satisfaction ratings.