Mufaddal Bheranwala
Dombivli
Summary
Accomplished and results-driven professional with over 15 years of extensive experience in quality assurance, training design and delivery, process improvement, and customer experience enhancement within dynamic, fast-paced environments. Proven expertise in strategizing and implementing robust quality frameworks while managing end-to-end training life cycles and leveraging data-driven insights to enhance service delivery and agent performance. Skilled in leading cross-functional teams, redefining standard operating procedures (SOPs), and cultivating a culture of continuous improvement and operational excellence. Strong stakeholder management capabilities ensure alignment of quality and training initiatives with organizational goals, consistently delivering measurable business outcomes.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Deputy General Manager Quality & Training
Blinc360 Business Services PVT LTD
08.2020 - Current
- Heading Quality, Training & WFM teams
- Managing multi process across 3 different locations (Indore, Mumbai & Navi Mumbai)
- Managing and responsible achieving all the client agreed SLA’s
- Identifying gaps within the process and rectify the same
- Creating SOP’s and process within and outside the organizations
- Running projects across the process on the problem statements
- Attending client reviews and understanding the requirements
- Attending Calibrations and various meets to improve the process.
- Ensuring the training contents are updated time to time
- Scheduling refreshers across the process
- Bottom Quartile management
- Ensuring certification through put is above 80% on all the batches
- OJT planning for Quality & Training perspective
- Creating Training content for the clients
- Achieving all the set targets of external and internal clients
- Extra Responsibility handled:
- Handling WFM team since I am good at Excel & Reports
- SPOC for loss tracker and incentive data
- Leading VIP desk for travel domain
- Achievements:
- Twice received quarterly award for best Quality AM, SM
- Was asked to lead MIS and Training team
- Collaborated with department heads to establish goals and work plans.
- Enhanced team productivity by providing ongoing coaching and mentoring to staff members.
- Increased customer satisfaction by addressing concerns promptly and implementing effective solutions.
- Managed multiple projects simultaneously while maintaining focus on meeting key milestones.
- Championed the adoption of new technologies, streamlining workflows and enhancing overall efficiency.
Assistant Manager Quality
TCES (Jet Air PVT LTD)
06.2018 - 07.2020
- Handling Customer care and Lead generation process for the organization
- Managing 7 different process and 2 locations Delhi & Mumbai
- Publishing Org level quality reports
- Attend client reviews
- Formulate POA for non performing process
- End to End Quality Management, Reports, Reviews and presenting quality with the prospective client
- Handling 15 QA’s with 3 TL’s
- Currently working from home and managing the team
- Extra Responsibility handled:
- Leaded MIS and Training department for TCES from last 1 year
- SPOC for updating roster in the HRMS application
- Handling Customer Survey
- Achievements:
- Twice received quarterly award for best Quality AM
- Was asked to lead MIS and Training team
Team Lead Quality
Hexaware Technologies
11.2014 - 05.2018
- Handling 8 QA’s for Voice & Non Voice process of PhonePe
- Managing Quality SL as defined by the client
- Quality data & target management
- Pilot process and ensuring achievement of Matrix
- Planning refresher based on TNI.
- Handling a team of 5 QA’s
- Attend Business Review with internal stakeholders and clients
- Maintain VPA data for the month and ensuring smooth functioning of payroll
- Extra Responsibility handled:
- SPOC for VFS global managing clients of all 4 zones.
- Managing the entire CSAT operation and ACPT for DSAT.
- Achievements:
- Above & Beyond awards received for last 2 years in Yuva award function
- Was transferred to PhonePe pilot process
Senior Quality Analyst
Serco BPO
06.2013 - 09.2014
- Handling Fullerton India, Escalation desk, Email unit(L1 and grievances redressal) and Retention desk.
- SPOC for the Entire Fullerton Quality team with the strength of 5 QA’s.
- Looking after Quality Performances.
- Handled escalations desk.
- Ensure that quality SLA’s are met.
- Conducting Tape Review sessions & Call calibrations.
- Preparing TNI & conducting refreshers on basis of the same.
- Conducting Product knowledge test basis daily evaluation observations.
- Preparing Attrition Gatting reports, Quality dashboard, CSAT dashboard.
- Conducted Internal Certification for the NHT batches.
- Preparing Checklist for Fullerton Quality team and ensuring the activities are performed as scheduled.
- Achievements:
- Received Star Serco awards for 1st quarter of 2014.
- SPOC of Fullerton quality team.
- AHT reduction plan implemented successfully.
- Extra Responsibility handled:
- Daily CSAT survey concall with client.
- Handling the entire CSAT operations of Hyderabad centre.
Quality Analyst
Efforts BPO
03.2011 - 05.2013
- Handling DWS Mutual Fund, Franklin Templeton Mutual Fund Out Calling Process, Reliance General Insurance (work from home email, inbound and sales, web chat).
- Handled the entire Email and Web chat work from home unit(Quality and productivity)
- SPOC for the Entire RGI portfolio with the strength of 150 CREs.
- Looking after Quality Performances.
- Handled escalations desk.
- Ensure that quality scores are above the benchmark.
- Conducting Tape Review sessions & Call calibrations.
- Preparing TNI & conducting refreshers on basis of the same.
- Conducting Job Knowledge Quiz for particular processes.
- Preparation & compilation of Daily, Weekly & Monthly reports.
- Conducted Internal Certification for the NHT batches.
- For preparing for all daily, weekly, monthly activity pertaining to the team.
- Achievements:
- Awarded best Quality Analyst Inbound ward for the year 2011-2012.
- Given the responsibility by the client to prepare FAQ for RGI.
- Represented the Quality department to various prospective clients.
- Created Macros monitoring sheet to reduce the time while preparing reports.
- Introduced Short call and Long call Analysis to understand the challenges faced.
- Extra Responsibility handled:
- Sending Daily Business update data to AVP.
- Represented Quality department for EBPO while meeting new prospective clients (MGL, SEBI and ISS Hi care).
Quality Analyst
Sparsh BPO
10.2009 - 01.2011
- Handled HDFC Mutual Fund and Tata Power Inbound Customer Care.
- Handled various queries of the investors & distributors related to the investment along with the proper co-ordination with the AMC’s.
- Got promoted from CSR to Quality Analyst within 6 months.
- Handled Pilot Tata Power Process as a Quality Analyst.
- Achievements:
- Awarded the best CRE award (i-sparkle) for the year 2009-2010.
- Awarded best Quality analyst.
- Trained new comers for AMFI certification with the help of old and new syllabus
Education
B.Com - Accounting And Finance
Mumbai University
03.1999
H.S.C - undefined
Pune Board
03.1996
S.S.C - undefined
Pune Board
03.1993
Skills
- Strong public relations skills
- Strong sense of responsibility
- Adaptability to diverse situations
- Positive and respectful communication style
- Understanding customer interests
- Staff training and development
- Cross-functional team coordination
- Efficient multi-tasker
- Customer relationship management
- Risk reduction techniques
Certification
- AMFI Certified – Nov/09
- Computer Knowledge: MSCIT and Typing Speed of 28-30 wpm
- Advanced Excel
- Basic knowledge of Macros (can prepare Macros enabled monitoring sheet).
Languages known
English, Hindi, Marathi & Gujarati (All languages read, write and speak).
PERSONAL PROFILE
- Date of birth: 27th May 1978
- Nationality: Indian
- Sex: Male
- Marital status: Married
Timeline
Deputy General Manager Quality & Training
Blinc360 Business Services PVT LTD
08.2020 - Current
Assistant Manager Quality
TCES (Jet Air PVT LTD)
06.2018 - 07.2020
Team Lead Quality
Hexaware Technologies
11.2014 - 05.2018
Senior Quality Analyst
Serco BPO
06.2013 - 09.2014
Quality Analyst
Efforts BPO
03.2011 - 05.2013
Quality Analyst
Sparsh BPO
10.2009 - 01.2011
H.S.C - undefined
Pune Board
S.S.C - undefined
Pune Board
B.Com - Accounting And Finance
Mumbai University
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