Md Shahid Afridi
Sr.Quality Analyst/Auditor
Bangalore
Summary
Proactive Quality Analyst and Trainer with 5+ years product management experience in small start-up business and Unicorn environments. Effective driver of product development lifecycle from concept to delivery. Communicative and collaborative with proven history of improving business operations to support corporate growth and revenue.
Overview
6
6
years of professional experience
8
8
years of post-secondary education
3
3
Languages
Work History
Senior QA and Trainer
Mojocare
Bangalore
10.2022 - Current
- Feedback to Agents on their performances.
- Reduced R.T.O and increase sales by 10%
- Conduct Calibration across team to understand Process Gap.
- PKT and Dip-check.
- Audited over 40 calls per day.
- Hands on closing Sales/Deals.
- Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
- Developed effective training plans based on department needs and objectives.
- C-SAT/D-SAT,NPS
- Sharing daily and monthly quality reports to management
- Monitoring and coaching on daily activity
- RCA
- Follows established departmental policies,procedures,objectives and quality improvement plan
- Revenue Generation through Sales.
- Conducting call listening sessions to improve process
- Encouraging, enhancing and sharing quality best practices within team.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Supported productivity increase and business growth through new hire training and mentoring.
- Analyzed team performance and identified opportunities for additional training.
Quality Analyst
Unacademy
Bangalore
01.2021 - 09.2022
- Developed and maintained quality assurance procedure documentation.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Led process improvement projects to help operations meet and exceed quality standards and reduce costs.
- Performed standard first article inspections and random sampling inspections to verify adherence to customer standards.
- Developed training materials, SOPs and work instructions to supplement new team member onboarding.
- Analyzed quality and performance data to support operational decision-making.
Quality Analyst (Collection)
Rupeek Fintech Pvt.Ltd
Bangalore
12.2019 - 01.2021
- Developed and maintained quality assurance procedure documentation.
- Help to collect dues with different methods.
- Implement the new SOP's to have a better revenue.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Defined and implemented quality initiatives to reduce risk.
- Edited, proofed and critiqued internal documents to improve clarity.
- Monitored KPIs to proactively address bottlenecks and quality issues.
Quality Analyst
Celtycs Ltd
Bangalore
10.2018 - 12.2019
- Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
- Auditing Calls Emails and Chats to improve the process.
- 1:1 Feedback to agents on low parameter.
- Calibration and call listening to have a better clarity.
- Worked on NPS to improve customer experiences.
Customer Support
Aegis Ltd
Jamshedpur
08.2017 - 09.2018
- Listened to customers' questions and concerns to provide answers or responses.
- Conducted surveys to determine customer opinion of products and services.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Handled customer inquiries and suggestions courteously and professionally.
- Cross-trained and provided backup support for organizational leadership.
Education
Matriculation -
J.K High School,Rajmahal
Rajmahal 01.2009 - 05.2011
Diploma -
SBTE
Ranchi 10.2011 - 04.2014
B.Sc - Chemistry
MAGADH University
Gaya 06.2015 - 06.2018
Skills
Quality ToolsV-LookupPowerBISkillsAudit calls,Leads,Chat and Email
Lesson plan development
Proficient in MS Applications
Proactive and team player
QA understanding
Personal Details
Father's Name : Md Liyakat Shekh
Permanent Add: Rajmahal, Jharkhand-816108
DOB : 24th March 1996
Hobbies
- Reading news and Novels
- Cricket and Chess
- Listening Music
- Stand Up Comedy
Declaration
I hereby declare that all the statements stated above by me are true to the best of my
knowledge.
Date :
Place : Bangalore
(MD SHAHID AFRIDI)
Timeline
Senior QA and Trainer
Mojocare
10.2022 - Current
Quality Analyst
Unacademy
01.2021 - 09.2022
Quality Analyst (Collection)
Rupeek Fintech Pvt.Ltd
12.2019 - 01.2021
Quality Analyst
Celtycs Ltd
10.2018 - 12.2019
Customer Support
Aegis Ltd
08.2017 - 09.2018
B.Sc - Chemistry
MAGADH University
06.2015 - 06.2018
Diploma -
SBTE
10.2011 - 04.2014
Matriculation -
J.K High School,Rajmahal
01.2009 - 05.2011