Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Basha Shaik

Basha Shaik

Bengaluru

Summary

Quality management and process excellence professional with a strong record in service delivery and leadership. Implemented productivity-enhancing strategies that improved quality standards and streamlined operations. Managed complex projects, consistently meeting tight deadlines while leading cross-functional teams. Expertise in data-driven decision-making and process optimization, with proficiency in MS Office, AI/ML/NLP, and Jira, driving high-performance metrics in customer-centric environments.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Quality Manager & Process Excellence

Games24x7
09.2015 - Current
  • Led a team of quality assurance specialists to consistently achieve and exceed project goals by implementing effective quality control processes.
  • Developed and executed comprehensive quality assurance strategies resulting in a significant reduction in product defects and customer complaints.
  • Implemented continuous improvement initiatives, resulting in a streamlined workflow and increased efficiency in quality assurance operations.
  • Successfully conducted audits and inspections to ensure compliance with industry standards and regulations, maintaining a high level of quality throughout the organization.
  • Designed and implemented robust quality management systems, resulting in improved product quality and customer satisfaction.
  • Collaborated cross-functionally with production, engineering, and customer service teams to identify and resolve quality-related issues in a timely manner.
  • Trained and mentored quality assurance staff to enhance their skills and knowledge, leading to improved overall team performance.
  • Utilized data analysis and metrics to identify trends and areas for improvement, implementing corrective actions to drive quality enhancements.
  • Proactively identified and implemented preventive measures to mitigate risks and prevent quality issues, ensuring a seamless production process.
  • Established strong relationships with suppliers and vendors, effectively managing quality assurance requirements and ensuring adherence to specifications.

Interactive Social Media Specialist

[24]7.ai
09.2013 - 06.2015
  • Provided exceptional customer support to clients, ensuring prompt resolution of their concerns and inquiries.
  • Collaborated with cross-functional teams to streamline processes and improve operational efficiency.
  • Assisted in the development and implementation of training programs for new support staff, resulting in increased productivity and customer satisfaction.
  • Maintained accurate and comprehensive documentation of client interactions and issue resolutions.
  • Proactively identified and addressed client needs, resulting in a high level of client retention and satisfaction.
  • Conducted regular analysis of customer feedback to identify trends and implement necessary improvements in service delivery.
  • Assisted in the troubleshooting and resolution of technical issues, effectively communicating with both technical and non-technical stakeholders.
  • Demonstrated strong problem-solving skills by resolving complex customer issues in a timely manner.
  • Actively contributed to a positive team culture by fostering open communication and collaboration among team members.

Education

Bachelor of Science - Computer Science Engineering

DVR & Dr. HS MIC College of Technology
Andhra Pradesh
04.2012

Skills

Quality and process excellence
  • Transactional quality management
  • Lean Six Sigma methodologies
  • Continuous improvement
  • Root cause analysis
  • Process optimization
  • Quality audits and compliance
  • SOP development
Service delivery operations
  • Service delivery management
  • SLA and KPI management
  • Client and stakeholder management
  • Cross-functional leadership
  • Operational efficiency
  • Incident management
  • Workforce planning
Project management
  • Performance metrics
  • Change management strategies
  • CSAT and NPS improvement
  • Strategic execution
  • Technical tools proficiency
Microsoft Office Suite expertise
  • JIRA and Confluence usage
  • AI, ML, and NLP knowledge
  • CRM platforms proficiency
  • Data analysis and reporting skills
  • Communication skills
Leadership and team building abilities
  • Analytical thinking skills
  • Time management proficiency
  • Adaptability and problem solving

Certification

  • Lean Six Sigma Black Belt, Udemy
  • Lean Six Sigma Green Belt certification, Udemy

Timeline

Quality Manager & Process Excellence

Games24x7
09.2015 - Current

Interactive Social Media Specialist

[24]7.ai
09.2013 - 06.2015

Bachelor of Science - Computer Science Engineering

DVR & Dr. HS MIC College of Technology

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Basha Shaik