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Mohd Razi
Quality Team Leader
Ghaziabad,UP
Summary
Quality Team Lead leading QA strategy, audit governance, and KPI/SLA management across sales, support, and operations, managing 2–4 scorecards at a time and completing 500+ audits per month. Directs a team of 10 Quality Analysts, builds QA frameworks, calibrations, and SOPs, and uses Power BI and Excel dashboards to surface performance gaps. Strengthens compliance and customer experience through RCA, CAPA, coaching, and cross-functional partnership.
Overview
2
2
Languages
3
3
Certifications
14
14
years of professional experience
Work History
Quality Team Lead
University Living
05.2024 - Current
- Lead a team of 10 Quality Analysts; developed QA strategy and governed audits, KPIs, and SLAs to ensure quality standards; design QA frameworks, SOPs and calibrations; conducted RCA and CAPA to identify and resolve quality issues effectively; partner with Operations, Sales, Product and Training; created Power BI/Excel dashboards to visualize performance metrics and support decision-making; improve customer experience through coaching and process improvement; manage escalations and compliance.
- Led quality assurance initiatives to enhance service delivery and customer satisfaction.
- Developed and implemented standard operating procedures to optimize operational efficiency.
- Mentored team members, fostering a culture of continuous improvement and skill development.
Quality Team Lead
Tech Mahindra
09.2019 - 01.2022
- Managed QA operations for Rogers Communications and Vodafone Qatar, led governance, stakeholder reviews, coaching, and quality improvement initiatives to enhance compliance and service quality.
- Led quality assurance initiatives to enhance operational standards and ensure compliance with university policies.
- Mentored team members in quality control processes, fostering skill development and knowledge sharing.
- Implemented corrective action plans to address non-conformities and drive continuous improvement efforts.
Senior Quality Analyst
Tech Mahindra
06.2017 - 08.2019
- Conducted quality audits, compliance monitoring, RCA, coaching, and reporting to improve FCR and elevate customer satisfaction.
- Performed quality audits, compliance monitoring, RCA, coaching, reporting and process improvement that enhanced FCR and customer satisfaction.
- Reviewed calls and provided targeted feedback to drive process improvements.
- Facilitated calibration sessions with onsite client to ensure alignment with established processes.
- Mastered marking methodologies for CSAT and NPS surveys through comprehensive training
- Championed a culture of continuous learning within the Quality Analyst team, regularly sharing best practices and lessons learned to enhance collective capabilities.
Sales Executive
Tech Mahindra
07.2015 - 05.2017
- Executed targeted sales strategies for Bell Canada, driving customer engagement and revenue growth.
- Cultivated relationships with clients, resulting in increased customer satisfaction and repeat business.
- Developed and executed sales strategies to work for Bell Canada process.
- Conducted over 100 calls each day to communicate product information and company policies to customers.
- Researched sales opportunities and generated leads, contributing to attainment of sales goals and profit increase.
Accounts Manager
Holiday Rental Solutions Pvt Ltd
12.2012 - 01.2014
- Conducted market research to identify potential leads and sales opportunities.
- Assisted in developing promotional materials to enhance product visibility.
- Supported senior sales executives in preparing client presentations and proposals.
- Facilitated communication between clients and internal teams to ensure alignment on project goals.
- Engaged with customers to gather feedback and improve product offerings.
- Maintained updated records of client interactions using CRM software for tracking purposes.
Education
Bachelor of Business Administration (BBA) -
Amity University
NoidaSkills
Quality assurance
Team leadership
KPI management
SLA management
Audit governance
Quality scorecard design
Quality management system
Calibration management
Process improvement
RCA
CAPA
Customer experience
Stakeholder management
Training needs analysis
Lean six sigma
Certification
Lean Six Sigma Green Belt
Interests
Playing Cricket
Timeline
Quality Team Lead
University Living
05.2024 - Current
Quality Team Lead
Tech Mahindra
09.2019 - 01.2022
Senior Quality Analyst
Tech Mahindra
06.2017 - 08.2019
Sales Executive
Tech Mahindra
07.2015 - 05.2017
Accounts Manager
Holiday Rental Solutions Pvt Ltd
12.2012 - 01.2014
Bachelor of Business Administration (BBA) -
Amity University