MOHD AZAM QURAISHI
New Delhi
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
10
10
years of professional experience
Work History
Quality Analyst-II
Real Time Data Services (RTDS)
06.2022 - Current
- Conducting daily audits on CSR interactions to ensure adherence to internal quality standards and policies.
- Developing and maintaining detailed performance reports such as scorecards, daily error logs, and MIS trackers to support performance evaluation and trend analysis.
- Collaborating closely with operations and training teams to drive performance improvements through targeted coaching and feedback sessions.
- Investigating customer complaints and behavioral discrepancies, escalating non-compliance issues through structured Incident Reports.
- Supporting onboarding and nesting phases for new hires by providing real-time coaching and performance feedback.
- Managing and analyzing fleet data to improve SLA compliance and boost overall operational productivity.
- Partnering with internal departments and external stakeholders to proactively resolve technical issues and service disruptions.
- Delivering customized client reports aligned with organizational objectives and contributing to strategic planning.
- Acting as a Subject Matter Expert on device performance and system management, providing insight and guidance to stakeholders.
- Leading continuous improvement initiatives and participating in cross-functional projects to optimize processes and enhance service delivery.
Quality Analyst
Concentrix Pvt. Ltd.
10.2020 - 06.2022
- Delivered quality monitoring for international client accounts, focusing on CSAT drivers and compliance.
- Conducted data-driven performance evaluations and presented key improvement plans to leadership.
- Led calibration sessions and collaborated cross-functionally to align quality goals with business objectives.
- Enhanced report accuracy and tracking for internal audits and client quality metrics.
Quality Analyst
Convergys Pvt. Ltd.
03.2018 - 02.2020
- Analyzed audit results and customer experience data to identify process gaps and recommend improvements.
- Supported nesting teams through immediate audit feedback and guided training enhancement initiatives.
- Provided written and verbal feedback to frontline agents, resulting in improved compliance and customer interaction quality.
Data Processing Engineer
Omniglobe International Pvt. Ltd.
07.2015 - 02.2018
- Validated data accuracy across multiple systems while ensuring customer records met quality standards.
- Assisted in performance reports that informed business decisions at higher management levels.
Education
Master's Degree - Marketing
Indian Institute of Planning & Management (IIPM)
New Delhi2013
Bachelor of Science - Geology Hon's
Aligarh Muslim University (AMU)
Aligarh, UP2010
Data Science 360 Program - Advanced Excel, Power BI, SQL
06.2025
Skills
- Quality Auditing & Monitoring
- Customer Experience Metrics (CSAT, NPS)
- Root Cause & Gap Analysis
- Coaching & Calibration
- Reporting & Dashboards
- Performance Improvement
- Cross-Functional Collaboration
- Internal & External Audit Support
- Compliance & Incident Reporting
- Quality Monitoring Tools
- Call Center Metrics Analysis
- Excellent interpersonal, analytical, and coaching skills
- Correction action planning
- Defect tracking
- Data validation
Additional Highlights
- Willing to work in rotational shifts
- Exceptional written and verbal communication skills
- Able to work under pressure with limited supervision
- Excellent interpersonal, analytical, and coaching skills
Timeline
Quality Analyst-II
Real Time Data Services (RTDS)
06.2022 - Current
Quality Analyst
Concentrix Pvt. Ltd.
10.2020 - 06.2022
Quality Analyst
Convergys Pvt. Ltd.
03.2018 - 02.2020
Data Processing Engineer
Omniglobe International Pvt. Ltd.
07.2015 - 02.2018
Master's Degree - Marketing
Indian Institute of Planning & Management (IIPM)
Bachelor of Science - Geology Hon's
Aligarh Muslim University (AMU)
Data Science 360 Program - Advanced Excel, Power BI, SQL
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