Shahbaaz Khan
Bangalore
Summary
Experienced Quality Analyst with expertise in auditing multi-channel interactions, refining quality standards, and driving continuous improvement initiatives. Proven ability to enhance operational efficiency, reduce errors, and ensure regulatory compliance. Skilled in root cause analysis, developing QA protocols, and collaborating with stakeholders to implement strategies that optimize service delivery and improve customer satisfaction.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Quality Assurance
Ethos life
BANGALORE
05.2024 - Current
- Led the development and implementation of revised quality parameters, ensuring alignment with evolving industry standards and organizational objectives. Streamlined the adoption of these updated parameters across teams, improving compliance and enhancing the accuracy of quality assessments.
- Created a centralized QA documentation repository that streamlined access to updated quality standards, making it easier for 12 cross-functional teams to adhere to new processes and improving overall compliance rates.
- Developed a centralized, standardized evaluation framework in collaboration with management, ensuring consistent quality measurement across front-end and back-end processes. This initiative improved alignment across teams, enhancing overall performance and quality adherence.
- Led comprehensive root cause analysis of quality issues across calls, chats, and backend cases. Implemented targeted corrective actions, resulting in a 15% improvement in overall performance and more efficient resolution of quality deficiencies.
- Developed a structured feedback system between the quality team and operations staff, ensuring that audit outcomes were effectively translated into actionable improvements and best practices. This enhanced collaboration led to measurable improvements in quality processes.
- Facilitated regular calibration sessions with quality and operations teams to ensure alignment on quality standards. This initiative increased audit accuracy and reduced discrepancies by 10%, improving overall assessment consistency.
Sr Quality Analyst
Concentrix
BANGALORE
05.2022 - 05.2024
- Led quality assurance efforts, ensuring the consistency, accuracy, and timely delivery of high-quality outputs across various teams and projects.
- Enhanced customer satisfaction by conducting root cause analyses and implementing corrective actions for reported issues.
- Reduced production errors by training team members on best practices in quality control and continuous improvement techniques.
- Supported quality assurance initiatives, conducting regular inspections to maintain high product standards.
Representative
Concentrix
BANGALORE
12.2020 - 05.2022
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Worked closely with team members to enhance the efficiency of customer care processes, while maintaining accurate and up-to-date customer records for seamless service.
- Actively participated in training and development programs to stay current on evolving procedures, contributing to continuous improvement in service delivery.
Education
Bachelor's Degree - Pharmacy
AL-AMEEN College of Pharmacy
Bangalore12-2023
Skills
- Microsoft Excel
- Effective Time Management
- Service Levels
- Quality Control
- problem Solving
- Leadership Skills
- Quality Assurance
- Process Evaluation
- Root Cause Analysis
- Analytical Skills
- Key Performance Indicators
- Calibration
- communication
- written communication
- Metrics Driven
- Skilled Multi-tasker
Certification
- AI TOOLS workshop (be10X)
- Digital marketing fundamental (IIDE)
Languages
- English
- Hindi
- Kannada
Hobbies and Interests
- Pencil sketching
- Table tennis
- Cricket
Timeline
Quality Assurance
Ethos life
05.2024 - Current
Sr Quality Analyst
Concentrix
05.2022 - 05.2024
Representative
Concentrix
12.2020 - 05.2022
- AI TOOLS workshop (be10X)
- Digital marketing fundamental (IIDE)
Bachelor's Degree - Pharmacy
AL-AMEEN College of Pharmacy
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