Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline

Nadeem Mohammad

Pune

Summary

Dynamic Senior Quality Assurance Manager with a proven track record at Demand Media BPM LLP, excelling in process improvement and cross-functional collaboration. Expert in Six Sigma methodologies, I drive strategic quality initiatives that enhance service excellence and client satisfaction, effectively resolving escalations and implementing tailored SOPs for diverse client needs.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Senior Quality Assurance Manager

Demand Media BPM LLP
Pune
09.2024 - Current
  • Leading the Quality Assurance team at DemandMedia BPM LLP, the role is central to maintaining the highest standards of service excellence and driving the strategic direction of quality processes.
  • Quality Reporting: Overseeing the creation and maintenance of comprehensive quality reports, using these insights to inform improvements across all service areas.
  • Data-Driven Leadership: Managing the quality team's data analytics to enhance operations and outcomes.
  • Escalation Handling: Acting as the primary contact for quality-related escalations, resolving issues efficiently to maintain client satisfaction.
  • Strategic Planning: Developing and implementing innovative quality management strategies to improve efficiency and effectiveness.
  • Client Roadmaps: Preparing customized quality assurance roadmaps for new client engagements, ensuring a solid foundation for successful partnerships.
  • Quality SOPs: Tailoring standard operating procedures (SOPs) to meet specific client requirements, aligning processes with their expectations.
  • Process Chart Development: Establishing comprehensive process charts for annual review, promoting continuous improvement of quality systems.

Quality Assurance Manager

Demand Media BPM LLP
Pune
04.2021 - 09.2024
  • Identified needs of customers promptly and efficiently.
  • Worked with cross-functional teams to achieve goals.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Developed SOPs outlining quality control policies and procedures.
  • Ensured effective implementation of corrective actions to resolve any identified issues or discrepancies in a timely manner.
  • Created KPIs related to process performance metrics.
  • Conducted training sessions for employees on quality assurance processes, techniques and tools.

Senior Quality Analyst

Ziff Davis Performance Marketing
Pune Area
08.2018 - 04.2020
  • Collaborated with senior management team on initiatives designed to enhance the overall quality of calls received by customers.
  • Provided coaching for agents based on individual performance reviews.
  • Identified opportunities for continuous improvement in processes that impact the quality of incoming calls.
  • Actively participated in cross-functional meetings with other departments within the organization.
  • Maintained up-to-date knowledge of industry trends related to call center operations and technology.
  • Performed detailed analysis of call recordings using various software applications.
  • Monitored customer interactions to identify areas of improvement in call quality and customer service.

Quality Analyst

Exela Technologies
Pune
12.2015 - 07.2018
  • Worked with the top-level management team during system migration.
  • Quality Certification includes QC Tools, PDCA, Kaizen, CAPA.
  • Participate in a Training program for Lean Six Sigma.
  • Purchase to Pay process for US Based Companies. Healthcare, Freight, and Hotel Invoices conversion in soft copy.

Quality Assurance Specialist

Conneqt Business Solutions
Pune
12.2014 - 12.2015
  • I have started my career in Quality domain with Conneqt Business Solutions formerly known as TBSSL. My role here was to handle the External Quality process for domestic telecom service provider.

Education

Bachelor of Business Administration - BBA - Business Administration and Management, General

Rajiv Gandhi Institute Of Management And Technology (RGIMT), Nagpur, Maharashtra
05.2017

Skills

  • Six Sigma Green Belt
  • Process Improvement
  • Quality Management
  • Cross-functional Collaboration
  • Performance Metrics
  • Escalation Resolution
  • Customer Complaint Handling
  • Statistical Process Control
  • Business Administration
  • People Management
  • Compliance Assurance

Certification

  • Six Sigma Green Belt
  • Project resource management
  • Quality Management for Operational Excellence
  • Project Management Foundations: Quality
  • Business analysis and process management
  • Project management foundations

Languages

Hindi
First Language
English
Upper Intermediate (B2)
B2

Timeline

Senior Quality Assurance Manager - Demand Media BPM LLP
09.2024 - Current
Quality Assurance Manager - Demand Media BPM LLP
04.2021 - 09.2024
Senior Quality Analyst - Ziff Davis Performance Marketing
08.2018 - 04.2020
Quality Analyst - Exela Technologies
12.2015 - 07.2018
Quality Assurance Specialist - Conneqt Business Solutions
12.2014 - 12.2015
Rajiv Gandhi Institute Of Management And Technology (RGIMT) - Bachelor of Business Administration - BBA, Business Administration and Management, General

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