Mohammed Raqib
Bangalore
Summary
Detail-oriented Quality Analyst with expertise in technology and quality audits. Evaluates processes and conducts audits to maintain high standards of performance. Leverages extensive knowledge of smartphones and tech products to enhance accuracy and efficiency. Driven by continuous improvement to achieve superior outcomes.
Overview
9
9
years of professional experience
Work History
Quality Analyst
Activeo Celtycs
Bangalore
12.2025 - Current
- Conducted regression audits to ensure process stability post-changes.
- Collaborated with operations team to identify and resolve quality issues, enhancing product reliability.
- Conducted root cause analysis to investigate the source of problems in production process.
- Reviewed and analyzed customer feedback to pinpoint specific areas for enhancing product quality.
- Evaluated performance metrics from existing processes to propose targeted improvements in product quality.
- Ensured compliance with company standards, regulations and procedures related to quality control.
- Updated quality assurance procedures documentation to ensure accuracy and compliance.
- Assisted in the development of Quality Assurance procedures and protocols.
- Worked along with clients and operations team on detailed documentation of processes suggestions, improvements and findings.
Sr. Quality Evaluator
Concentrix Daksh Services
Bangalore
03.2019 - 04.2025
- Performed quality assurance reviews on service desk interactions, identifying improvement areas and providing actionable feedback to elevate service quality and compliance.
- Delivered advanced technical support across hardware, software, server, network, and application issues, ensuring timely resolution in alignment with SLA commitments.
- Led technical escalations for high-priority (P1 and P2) incidents, ensuring swift issue resolution and minimal impact to business operations.
- Provided expert floor support to Level 1 and Level 2 teams, promoting knowledge transfer, mentorship, and enhancing first-call resolution rates.
- Investigated recurring technical issues, conducted root cause analyses, and collaborated with engineering and problem management teams for long-term solutions.
- Created and shared weekly dashboards on quality, compliance, and NPS metrics to enhance stakeholder transparency and facilitate informed decision-making.
- Served as a Subject Matter Expert (SME) in specialized technologies, offering advanced support and strategic technical guidance.
- Applied ITIL best practices in managing incidents, problems, and changes across all support functions.
- Supported continuous service improvement by proposing process optimizations and contributing to automation initiatives.
- Analyzed and shared system logs via client servers to troubleshoot and resolve operating system-related issues.
- Maintained high customer satisfaction by delivering prompt, efficient, and professional technical support.
Technical Analyst
Concentrix Services
Bangalore
09.2017 - 03.2019
- Identified and resolved technical problems related to hardware, software, network connectivity, VPN, Outlook, printers, and system performance, enhancing overall user experience.
- Delivered first-line technical support to end-users via phone, chat, and email, ensuring timely resolution of IT issues within established SLAs.
- Managed service requests and incident tickets using ITSM platforms such as ServiceNow, BMC Remedy, and Freshservice, while ensuring detailed and accurate documentation.
- Escalated unresolved or complex technical issues to L2/L3 support teams and monitored progress to ensure timely closure.
- Collaborated with cross-functional teams to address high-priority (P1/P2) incidents, minimizing downtime and ensuring continuity of business operations.
- Developed and maintained knowledge base articles to improve support efficiency and decrease repeat incidents.
- Adhered to internal IT policies, security protocols, and data protection regulations to ensure compliance and safeguard information.
Education
BBA -
Indian Academy degree college
Bangalore, India07-2017
Skills
- Quality assurance
- Test Case Development
- Defect Tracking
- Root cause analysis
- Performance metrics
- Technical Skills
- Technical support
- Attention to Detail
- Problem Solving
- Decision Making
- Prioritizing Incidents
- Strategic Thinking
- Collaboration
- Leadership
- Compliance monitoring
Hobbies and Interests
- Music
- Movies
- Cricket
Projects
- Implemented a new tool for reporting technical issues to streamline issue tracking and resolution.
- Documented and logged technical problems within the tool for effective monitoring.
- Generated support tickets and coordinated appropriate actions to resolve technical issues efficiently.
Personal Information
- Date of Birth: 01/03/96
- Nationality: Indian
Languages
- Hindi
- Kannada
- Tamil
- English
Timeline
Quality Analyst
Activeo Celtycs
12.2025 - Current
Sr. Quality Evaluator
Concentrix Daksh Services
03.2019 - 04.2025
Technical Analyst
Concentrix Services
09.2017 - 03.2019
BBA -
Indian Academy degree college