Mohsin Alam
Associate Manager - Quality
South Delhi
Summary
Highly motivated and dynamic Associate Quality Manager with a proven track record in leading QA initiatives. Skilled in implementing standardized processes, conducting comprehensive audits, and driving corrective actions for operational efficiency. Collaborative leader known for optimizing quality metrics, fostering team growth, and effectively communicating findings to senior management.
Overview
6
6
years of professional experience
4
4
Certifications
4
4
Languages
Work History
Associate Manager - Quality
Mindlance
01.2024 - Current
- Develop and implement quality assurance processes
- Monitor and analyze performance metrics
- Design and conduct training programs
- Collaborate with stakeholders
- Conduct process audits and ensure compliance
- Lead continuous improvement initiatives
- Prepare quality reports and maintain documentation
- Foster cross-functional collaboration
- Identify and mitigate risks
- Evaluate and manage vendor relationships
Team Lead - Quality
Mindlance
03.2023 - 12.2023
- Manage quality assurance processes
- Monitor team performance metrics
- Coordinate training and development activities
- Engage with stakeholders to understand quality expectations
- Conduct process audits and ensure compliance
- Lead continuous improvement projects
- Prepare and present quality reports
- Foster team collaboration and provide leadership
- Identify and mitigate risks to quality
- Evaluate and manage vendor relationships
Sr. Quality Analyst
Mindlance
01.2022 - 03.2023
- Audit US/CA IT Recruiters phone calls/email/chats and provide feedback to improve their performance and quality scores
- Produce reports based on audits and offer suggestions for improvement
- Utilize feedback from clients to facilitate improved quality of services being provided
- Monitor and evaluate randomly selected submittals to assess associates service level standards.
- Complete analysis of results to identify root causes or trends that will lead to efficiency and quality
- Conduct EEOC, Quality Briefing & Negotiation sessions for Recruiters/New Joiners
- Sample Auditing to ensure business profit & growth
- Collate and send data to business team for Dashboards and suggest improvements
- Prepare TNA/TNI reports and action plan for process improvement
- Coach to the new team members and ensure their smooth start with the organization
- Schedule & participate in calibrations and send variance report to the teams
Sr. Quality Evaluator
Convergys India Services Pvt Ltd
04.2021 - 01.2022
- Audit International phone calls, emails & chats and provide feedbacks to the aligned team members to improve their performance and quality scores
- Work on Dashboards and generate daily reports and trend analysis
- Participate in Calibrations (Internal & External)
- Conduct coaching sessions for the BQs
- Enhance customer satisfaction through quality initiatives
- Collaborate with other departments to align quality initiatives
Sr. Quality Evaluator (Temp)
Concentrix Daksh
10.2020 - 04.2021
- Audit International phone calls, emails & chats and provide feedbacks to the aligned team members to improve their performance and quality scores
- Work on Dashboards and generate daily reports and trend analysis
- Participate in Calibrations (Internal & External)
- Conduct coaching sessions for the BQs
- Enhance customer satisfaction through quality initiatives
- Collaborate with other departments to align quality initiatives
Sr. Representative - Operations
Concentrix Daksh
07.2019 - 09.2020
- Handling International customers concerns and share Technical troubleshooting to resolve the issue over email/chat
- Ensure high levels of customer satisfaction
- Develop and maintain product knowledge
- Meet or exceed service level agreements (SLAs)
- Identify and escalate issues as necessary
- Adapt to changes and handle challenging situations
Representative - Operations
Concentrix Daksh
10.2017 - 06.2019
- Handling International customers concerns and share Technical troubleshooting to resolve the issue over email/chat
- Ensure high levels of customer satisfaction
- Develop and maintain product knowledge
- Meet or exceed service level agreements (SLAs)
Education
MBA - Operations Management
IGNOU
New Delhi 05.2001 -
Bachelor of Computer Applications - Computer Science And Programming
MJPRU
Bareilly 05.2001 -
Senior Secondary - Science
Kisan Inter College
Tilhar 05.2001 -
Skills
- Process Improvement
Accomplishments
- Attended the workshop on Digital Marketing & SEO held by MJPRU in Bareilly 2014
- Developed a project focusing on Inventory Management & Budgetary Control System at Havells India Limited, New Delhi as part of MBA program.
- Won President Club Award in Concentrix for best performer of the year
- Based on the performance, was selected as a Temp Quality Evaluator
- Won RNR twice in Operations and Thrice in Quality
- Won Silver Award in 2022
- Won Gold Award in 2023
- Won Spot On Award in 2023
Certification
Advanced Excel & Word
Hobbies
- I have a strong passion for fitness to maintain a healthy lifestyle
- I enjoy playing cricket and avidly follow the Indian cricketers
- I find joy in listening to both romantic and motivational music
- I unwind by watching comedy shows for entertainment
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Associate Manager - Quality
Mindlance
01.2024 - Current
Advanced Excel & Word
11-2023
Chat GPT for beginners
10-2023
Yellow & Green Belt Trained
08-2023
Team Lead - Quality
Mindlance
03.2023 - 12.2023
Sr. Quality Analyst
Mindlance
01.2022 - 03.2023
Sr. Quality Evaluator
Convergys India Services Pvt Ltd
04.2021 - 01.2022
Certified Quality Coach by US & CA Clients
01-2021
Sr. Quality Evaluator (Temp)
Concentrix Daksh
10.2020 - 04.2021
Sr. Representative - Operations
Concentrix Daksh
07.2019 - 09.2020
Representative - Operations
Concentrix Daksh
10.2017 - 06.2019
MBA - Operations Management
IGNOU
05.2001 -
Bachelor of Computer Applications - Computer Science And Programming
MJPRU
05.2001 -
Senior Secondary - Science
Kisan Inter College
05.2001 -
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