Obeid Sadique Sait

Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.

Highlights of 2025:

Quality Audits & Performance Improvement Interim Team Lead & Quality Improvement Initiative

Date: 2025 (YTD) Summary: This year, I have focused on high-level strategic projects and performance initiatives, including a detailed analysis of Project Finch. My work has centered on preventing escalations, improving quality, and providing strategic insights to senior leadership.

Key Achievements:

• Project Finch Analysis: Collaborated with a colleague to provide a robust analysis of Project Finch, identifying failure modes, offering solutions to prevent future escalations and find permanent resolutions.
• Leadership Recognition: Nominated to conduct a walkthrough of the entire Quality workflow for the Director of Quality and the Senior Director of Operations
• Training & Development: Successfully completed upskilling for RCA SPOCs with a 100% calibration result, ensuring high-quality root cause analysis.

High-Impact Projects:

• Completed a high-priority GQM task for ESC/DSAT data ahead of schedule.
• Resolved pending Q1 RCAs related to dashboard issues.

• Process Management: Weekly reporting for Project Finch AI Governance
• Conducted escalation scrubs for MMS cases to analyze the contribution where cases were routed to the second-level troubleshooting teams.

Summary: In 2024, I led key initiatives to improve processes, agent performance, and team leadership. My work included developing action plans for high-priority customer escalations, coaching underperforming agents, and creating a new Root Cause Analysis (RCA) training program for Team Leads.

Key Achievements:

• Managed escalations for premium customers and coached BQ agents to improve their skills.
• Self-learning all neo specializations (Tag, Shopping, OCT, Firebase) to discuss with VMOs on weekly, monthly & Quarterly connects and give insights of the RCAs when the RCA SPOCS were unavailable.
• Training Team Leads to perform their own Root Cause Analyses (RCAs) independently.

Date: 2023 Summary: Following a personal health-related leave, I returned to lead a targeted initiative to enhance agent quality and performance. My primary focus was on using detailed audits and one-on-one coaching to improve the scores of agents who were performing below expectations.

Date: 2022 Summary: Following a team transition from Regalix to GOC, I served as the acting Team Lead for a team of Quality Assurance (QA) specialists for six months. I was responsible for day-to-day team management and led a significant upskilling initiative to improve our quality assurance processes.

Key Responsibilities and Achievements:

• Interim Leadership: Managed team logistics, including leave schedules and performance tracking, ensuring a smooth transition to the new organizational structure.
• Process Improvement: Upskilled all team members to independently perform and document Root Cause Analyses (RCAs), empowering them to take ownership of quality issues within their assigned areas.
• Quality Oversight: Acted as the primary point of contact and owner for all RCAs in 2022, leading daily connects to review, correct, and drive them to closure.
• Successful Handover: Facilitated a seamless handover of team responsibilities to the new Team
• Root Cause Analysis (RCA) Process: At Regalix, I structured the RCA process and received awards for its successful implementation.