MALIK HUSSAN
Bangalore
Summary
Highly skilled Senior Quality Analyst with over 5 years of experience in the banking and payment gateway industry. Proven expertise in overseeing end-to-end quality assurance processes, ensuring the seamless functionality of payment systems, and delivering robust solutions to meet client requirements. Strong background in regulatory compliance, risk management, with a keen ability to identify issues, mitigate risks, and enhance user experiences. Known for strong analytical skills, attention to detail, and a collaborative approach to driving continuous improvement across cross-functional teams. Committed to maintaining high standards of quality in all stages of project delivery.
Overview
6
6
years of professional experience
Work History
Senior Quality Analyst
Concentrix Daksh India Private Limited
04.2024 - Current
- Monitors, evaluates and audits a sampling of inbound and outbound calls and other contact methods including chat and email
- Meet departmental productivity requirements and reports results of evaluations to appropriate business stakeholders
- Participate in calibration session/ call listening sessions with Quality staff, delivery and clients to ensure scoring consistency and best practices
- Participate in internal quality audits designed to improve overall contact quality and recommend changes
- Maintain strong program knowledge basis: basic understanding of clients products, services and program strategies
- Participate in quality task forces with business stakeholders complete phone time to keep current on programs
- Contribute to maintaining forms and legends documents
- Support management focus on review of key drivers, metrics and operational process that drive balanced scorecards and count profitability goals
Senior Quality Analyst
Concentrix Services India Private Limited
01.2022 - 04.2024
- Conduct quality monitoring and evaluation of customer interactions such as phone calls, emails, and chat session, to ensure adherence to quality standards and performance metrics
- Conduct audits of merchant profiles that are auctioned and sent to the banks
- Thoroughly examining submitted documents and information to verify identity, business legitimacy, and compliance with RBI regulations
- Assessing accuracy of merchant details like bank account information, billing address, and business type
- Monitoring adherence to internal policies and procedures related to merchant onboarding including KYC requirements
- Flagging suspicious activity or high-risk merchants based on application data and background checks
- Analyzing merchant onboarding interactions to assess agent performance against established quality standards
- Providing constructive feedback to onboarding specialist to improve their efficiency and accuracy
- Collaborating with the merchant onboarding team to suggest and implement process changes to streamline the onboarding process
- Evaluate the accuracy and completeness of merchant information gathered during profile screening before sending the same to the bank
- Verify compliance with regulatory requirements and bank policies and procedures
- Ensure that PG pricing structures are applied accurately by the team
- Recommend improvements to policies and procedures based on audit findings and industry best practices
- Collaborate with banking operations teams to address audit findings and implement corrective actions
- Provide training and guidance to banking operations staff on regulatory requirements and audit best practices
- Foster a culture of compliance and continuous improvement within the operations function
- Generating reports on key metrics like rejection rates, onboarding time, and compliance issues to identify areas for improvement
Administration Executive
Amuthasurabhi Agro Products
09.2019 - 09.2021
- Creating and maintaining production schedules, coordinating with production teams to ensure timely completion of orders, and adjusting schedules based on changing priorities
- Tracking raw materials and finished goods inventory levels, placing purchase orders, and managing stock levels to avoid disruptions in production
- Maintaining employee attendance records leave management, and ensuring proper documentation of employee training and performance evaluations
- Overseeing facility maintenance, coordinating repairs and upkeep of production equipment, and ensuring compliance with safety regulations
- Monitoring adherence to quality standards, safety protocols, and relevant regulatory requirements within the production facility
- Preparing production reports, tracking key performance indicators (KPIs), and maintaining detailed documentation of production processes
- Managing relationships with suppliers, negotiating contracts, and ensuring timely delivery of raw materials
- Acting as a liaison between production teams, management, and other departments to facilitate smooth communication and problem solving
- Handling Administrative tasks such as managing office supplies, coordinating meetings, and managing pretty cash
Senior Customer Support Associate
Teleperformance Global Services India Private Limited
04.2019 - 09.2019
- Collaborated with Operations team Origination for Fulfillment/Settlement of the Internal Refinance team
- Provided service in reviewing and approving loan applications
- Evaluated and verified documents for the banking loan process, from application approval of the loans to the amount disbursement and settlement
- Prepared and reviewed core loan documents such as Monthly transaction, and Verification of Identification Document
- Authorizing loan funds, calculating the payouts, preparing data for the desk bank Excel sheet, and saving and attaching files in the application after the review
- Preparing payout data reports, internal mail reports, and settlement reports in Excel.
- Perform quality audits and buddy audits of the loan applications completed by the team members and new joiners to further provide error reports and feedback to the team.
Education
Masters of Business Administration - Human Resource
University of Madras
Chennai, TN08.2022
Bachelor of Business Administration - General
Sadakathullah Appa College
Tirunelveli, TN06.2018
HSC -
St. Johns Higher Secondary School
Tirunelveli, TN05.2015
Skills
- Root Cause Analysis
- 7 QC Tools
- Lean Six Sigma
- FMEA (Failure Mode Effect Analysis)
- Quartile Management
- NPS & Detractor Analysis
- MS Office
- Customer Success
- Quality Monitoring & Reporting
- Feedback & Coaching
- Training
- Process Analysis & Improvement
- Call Auditing & Re-Auditing (ATA/ RTR)
- Time and Motion Study
- Change Management
Accomplishments
- Enhanced merchant onboarding process by categorizing requirements and documentation, improving user experience.
- Streamlined merchant sign-up process to minimize manual tasks and enhance operational efficiency.
- Successfully reduced customer reported issues by 25% and raised Business NPS (Net Promoter Score).
- Optimized Activation process in collaboration with merchant risk team to decrease reliance on onboarding team.
- Got RNR (Rewards and Recognition) for best performer 3 times within a year.
- Increased efficiency by 30% through the implementation of automation tools.
Projects
Agent Assist Bot (AAB) - Razorpay
· Worked closely with the Process Excellence and Designing team in creating of AAB (Agent Assist Bot) to address and resolve agent inquiries and doubts about business process.
Pre Onboarding AI (POA) - Razorpay
· Implemented an AI-driven questionnaire during the merchant registration process. Based on the responses provided by merchants regarding their business models, the system intelligently identifies and requests the necessary documentation, streamlining and accelerating the onboarding process for a more efficient and seamless experience.
Non-Voice to Voice Transition - Westpac
· Spearheaded the successful transition from non-voice to voice-based quality assurance, demonstrating adaptability and strong communication skills. Led the development of new quality standards and evaluation processes for voice interactions, ensuring alignment with customer expectations and service excellence. This transition resulted in a 20% improvement in customer satisfaction scores and a 35% increase in first-call resolution rates, enhancing overall team performance and client trust. Additionally, provided training and support to peers, fostering a smooth integration of voice-based QA practices into the team’s operations.
Languages
English
Tamil
Malayalam
Kannada
Personal Information
- Date of Birth: 05/08/97
- Gender: Male
- Marital Status: Not Married
Timeline
Senior Quality Analyst
Concentrix Daksh India Private Limited
04.2024 - Current
Senior Quality Analyst
Concentrix Services India Private Limited
01.2022 - 04.2024
Administration Executive
Amuthasurabhi Agro Products
09.2019 - 09.2021
Senior Customer Support Associate
Teleperformance Global Services India Private Limited
04.2019 - 09.2019
Bachelor of Business Administration - General
Sadakathullah Appa College
HSC -
St. Johns Higher Secondary School
Masters of Business Administration - Human Resource
University of Madras
Similar Profiles
Chandra Giri Sai Patnaik ManapuramChandra Giri Sai Patnaik Manapuram
Workforce Management Analyst at concentrix daksh india private limitedWorkforce Management Analyst at concentrix daksh india private limited
Supriya MahapatraSupriya Mahapatra
Senior Associate & Quality Assurance Executive at Concentrix Daksh India Private LimitedSenior Associate & Quality Assurance Executive at Concentrix Daksh India Private Limited
Insha AfreenInsha Afreen
Analyst (Managed Services) at Phreesia India Private LimitedAnalyst (Managed Services) at Phreesia India Private Limited