Sadaf Khan
Mumbai
Summary
- Detail-oriented Quality Analyst with over 5.6 years of experience in ensuring the highest standards of quality in BPO and banking.
- Proficient in implementing monitoring processes and performing detailed analysis to identify and rectify errors.
- Adept at using various quality techniques to enhance efficiency and effectiveness.
- Proven ability to work collaboratively with cross-functional teams to drive continuous improvement, and deliver exceptional results.
- Excellent communication and analytical skills, coupled with a commitment to maintaining the highest quality standards.
- Certified for achieving and completing the assigned work and responsibilities as a QA; awarded RNR in all my companies.
Overview
10
10
years of professional experience
Work History
Quality Team Leader
IDFC First Bank
Mumbai
11.2024 - Current
- Led a team of 10 quality analysts and 2 verifiers.
- Managed and coached a team of quality analysts, setting performance goals, conducting regular reviews, and providing feedback for continuous improvement.
- Generated detailed quality reports for management review.
- Developed and maintained quality dashboards, scorecards, and reports for weekly and monthly reviews with stakeholders.
- Collaborated with Ops, Training, and MIS teams to streamline processes and reduce error rates, enhancing first-call resolution, and customer satisfaction.
- Participated in client calibration sessions, business reviews, and quality governance meetings to ensure alignment with expectations during the Monthly Business Review.
- Preparing the audit target for the team monthly. Preparing the efficacy of the task assigned to the QAs.
Quality Analyst - Deputy Manager
IDFC First Bank
Thane
08.2022 - 10.2024
- Monitor and evaluate outbound calls to ensure adherence to process requirements and quality standards.
- Provide feedback to agents for the audited calls, highlighting positive pointers and areas of improvement.
- Achieving the audit targets based on the RAG format.
- Work closely with the training team to develop training material and sessions based on identified gaps.
- Conduct training sessions to improve agents' performance and service quality.
- Conducting a briefing session on a weekly basis.
- Maintain accurate records of quality assessments, feedback, and corrective actions.
- To keep a record store related to new process-related updates.
- Fortnightly call calibration (process-wise) and sharing the accuracy report.
- Conducting call listening sessions fortnightly for all officers, OJT, focus group, and product team.
- Providing coaching sessions focusing on the challenges faced by the officers to improve their performance areas.
- Performance reviews and feedback are done fortnightly. Target setting is intended to provide a clear direction for improvement and to track progress over time.
- Identify the top deficit areas and parameters that are impacting the business and the quality of the process.
- Conduct regular sessions to share timely feedback and performance updates, focusing on areas to be worked on.
- Publishing fortnightly and monthly reports indicating the change in performance based on the pre- and post-feedback sessions.
- Short call and disposition analysis are conducted fortnightly, and the report is shared accordingly.
- Auditing escalation calls and field return cases.
- Conducting monthly DIP checks - process-wise.
- Conduct SQ sessions for newly hired batches.
- Conduct certification for new hires: QAs, officers, TLs, and managers.
- Giving process downloads to newly hired or promoted QAs.
- Explaining Quality Roles and Call Monitoring Procedure.
- Compile audit findings into a comprehensive report detailing observations, compliance status, and recommendations.
- Communicate findings to relevant stakeholders and management.
- Monitor the implementation of corrective actions, and follow up on audits to verify improvements.
Quality Analyst
Epicenter Technologies PVT LTD
Mumbai
01.2020 - 08.2022
- Monitor and evaluate Outbound Calls to ensure adherence to process requirements and quality standards.
- Provide feedback to agents for the calls audited, highlighting positives pointers and Area of Improvements.
- Fortnightly Call Calibration (Process wise) & sharing the accuracy report.
- Conducting Call Listening Session fortnightly for - all officers / OJT / focus group / product team.
- Preparing FTD report & MTD Audit Count Report
- Dashboard Prepared on Weekly basis shared with Internal & Ops team.
- Conduct SQ Session for New Hired Batches.
- Conduct certification for New Hired - QAs, Officers, TLs & Managers.
- Conducting training for new batches & refresher sessions ( Basis the requirements)
- Maintain accurate records of quality assessments and corrective actions
- To keep a records store related to new process related updates.
- Fortnightly one on one Quality Performance discussion
- Conducting Quality briefing Session
- Short call & Call Disconnection Analysis fortnightly & sharing the report of the same.
- Auditing escalation calls & RCA analysis
- Conducting monthly DIP Checks - Process wise
- Conduct regular sessions to share timely feedback & performance updates focusing on areas to be worked on.
- Publishing fortnightly & monthly report indicating the change in performance basis the pre & post feedback sessions.
- Sharing Insight & Suggestion for Process Improvement.
- Worked on process flow chart (SOP)
Quality Analyst
Teleperformance PVT LTD
Mumbai
02.2019 - 12.2019
- Monitor and evaluate Inbound Calls to ensure adherence to process requirements and quality standards.
- Provide feedback to agents for the calls audited, highlighting positives pointers and Area of Improvements.
- Fortnightly Call Calibration with internal & external calibration alongside Ops, training and Onshore team & sharing the accuracy report.
- Conducting Call Listening Session fortnightly for - all officers / OJT / focus group / product team.
- Conduct SQ Session for New Hired Batches.
- Download on DAP Policy
- Maintain accurate records of quality assessments and corrective actions
- Provide feedback to agents for the calls audited, highlighting positives pointers and Area of Improvements.
- Conducting Quality briefing Session.
- NPS & DSAT Analysis & sharing the report of the same.
- Auditing Pro active escalation calls & RCA analysis
- Conducting monthly DIP Checks
- Wrong Action Analysis.
- Providing coaching session focusing on the challenges faced by the officers to improve their performance areas.
- Performance review & feedback done fortnightly. Target setting to provide a clear direction for improvement & to track progress over time.
Customer Service Executive
Teleperformance PVT LTD
Mumbai
11.2017 - 01.2019
- Handled Inbound calls
- Promoted as Floor Walker to handled OJT Batches
Customer Service Associates
Buzzworks PVT LTD
Mumbai
05.2016 - 04.2017
- Handled customer calls for outbound credit card sale
Customer Service Executive
Serco PVT LTD
Mumbai
06.2015 - 04.2016
- Generating lead for opening CASA Account.
Education
MA - Political Science
Mumbai University
Mumbai08.2015
BA - Political Science
Royal College
Mumbai05.2013
HSC - ARTS
Royal College
Mumbai05.2010
SSC -
St Mary's High School
Mumbai05.2008
Skills
- Effective multitasking
- Strong communication skills
- Leadership and team management
- Expertise in auditing
- Delivery of feedback
Languages
- English
- Hindi
- Urdu
Personal Information
- Date of Birth: 11/07/91
- Nationality: Indian
Timeline
Quality Team Leader
IDFC First Bank
11.2024 - Current
Quality Analyst - Deputy Manager
IDFC First Bank
08.2022 - 10.2024
Quality Analyst
Epicenter Technologies PVT LTD
01.2020 - 08.2022
Quality Analyst
Teleperformance PVT LTD
02.2019 - 12.2019
Customer Service Executive
Teleperformance PVT LTD
11.2017 - 01.2019
Customer Service Associates
Buzzworks PVT LTD
05.2016 - 04.2017
Customer Service Executive
Serco PVT LTD
06.2015 - 04.2016
MA - Political Science
Mumbai University
BA - Political Science
Royal College
HSC - ARTS
Royal College
SSC -
St Mary's High School
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