Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Playing Cricket
Timeline
Receptionist
Shaik Arif Khan

Shaik Arif Khan

Sr Team Lead - Quality & WFM
Hyderabad

Summary

Working as a Sr. Team Lead – Quality & WFM, Handled a team of 11 QAs, Process Compliance Audits, 7 Years of Experience in Quality, Commerce Graduate, Trained Six sigma YB and Lean basics, Operations Management.

Overview

12
12
years of professional experience
5
5
Certifications
3
3
Languages

Work History

Sr Team Lead - Quality & WFM

Ozonetel Communications Private Limited
Hyderabad
09.2020 - Current


1. Handling a Technical support team (Cloud agent)

2. Responsible for enabling the Operations and Training to improve the performance

3. To ensure we meet all quality KPIs like Calibration Variance, Weekly briefings, Super Audits, and Attendance.

4. Sharing the actionable intelligence with relevant stakeholders to improve the process output

5. Responsible for driving Process improvement activities basis identified the root cause of the defects

6. Responsible for supporting ops to drive the ops KPIs and meeting them with 100% compliance

7. Team & Attrition management

8. Managing and maintaining Quality MIS

9. Ensuring team productivity and Process improvement.

10. Process Reviews

11. People Development

12. Preparing and Publishing Performance Dashboard

13. Responsible for auditing related to revenue leakage and Unethical practices

14. Sharing analysis, which narrows down the problem area for the Ops team to work on it

15. Preparing and presenting Monthly Business reviews to Ops and Quality Team

Team Lead - Quality

Conneqt Business Solution LTD
Hyderabad
08.2017 - 06.2020
  • Worked different stations to provide optimal coverage and meet production goals.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
  • Coached team members in techniques necessary to complete job tasks.
  • Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Managed schedules, accepted time off requests and found coverage for short shifts.
  • Mentored and guided employees to foster proper completion of assigned duties.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Held weekly team meetings to inform team members on company news and updates.
  • Supervised team members to confirm compliance with set procedures and quality requirements.
  • Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.

Sr. Specialist-Quality

Sutherland Global Services LTD
Hyderabad
07.2016 - 08.2017

1. Conducting certification for New Hires and certifying them from training.

2. Assisting them in nesting and reporting their performance to the program on a daily basis.

3. Auditing client audits which are assigned to the QA Team and sending call-outs.

4. Doing ATA for TMs to calibrate among the auditors

5. Attending calibration sessions with clients and conducting internal sessions for TMs & SMEs

6. Preparing daily, weekly & monthly reports to the SD team on the performance of the CSRs

7. Preparing various analysis reports when there is a dip in CSAT or Audit Score

8. Working on contacts to keep us updated on the process

9. Preparing fliers and sending updates to the team.

10. Modifying the content of the process as and when required.

Quality Analyst

TATA BUSINESS SUPPORT SERVICES
Hyderabad
02.2015 - 07.2016

1. Flashing Daily reports and observations to the Operations team.
2. Defect Per Opportunity reports – DPO, Fatal Mark off observations.
3. Publishing Weekly Quality Performance Report.
4. Publishing Monthly Quality Performance Report (PPT)
5. Auditing CSAT & Detractor calls and sharing instant feedbacks with the representatives.
6. Sharing AOI report with training team to conduct refresher trainings.

7. Handling a compliance team of 5 acting QE’s and auditing the sampling from the audits done.

Customer Care Executive (Operations)

TATA BUSINESS SUPPORT SERVICES
Hyderabad
06.2011 - 01.2015

1. Handling customer queries and effectively solving the same

2. To identify the repeat call opportunities for the calls and to ensure 0 % repeat call

3. To ensure 100% FTR (First Time Resolution)

4. To Ensure 0% Fatal Errors call

5. Handling Nodal/CEO Escalation cases in the Back Office.

Education

Bachelor of Commerce - Commerce

SVG Degree College (Osmania University)
Hyderabad
04.2011 - 07.2014

Skills

Working as a Team Lead – Quality & WFM, Handled a team of 11 QAs, Process Compliance Audits, 7 Years of Experience in Quality, Commerce Graduate, Trained Six sigma YB and Lean basics, Operations Management

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Accomplishments

1. I was promoted as a Senior executive with 6 months of joining the TATA BSSL

2. I was promoted as an SME within a year of joining.

3. Regular Promotions like promoting as Quality Analysts, Quality Team Leader & Sr. Team Lead - Quality & WFM

4. Was selected for the STAR of the month awards

5. Was selected for the WOW awards for the project based on C-SAT

6. Got 3 Best performer awards on Quality Team Lead role in CBSL

7. Received Best performer award on Sr. Quality Team Lead Role


Certification

Six Sigma Yellow Belt

Playing Cricket

I like to play cricket but not a professional player

Timeline

Advance Excel

01-2022

Presentation skills

01-2021

Sr Team Lead - Quality & WFM

Ozonetel Communications Private Limited
09.2020 - Current

Six Sigma Yellow Belt

01-2020

Team leader developing programme

03-2019

Team Lead - Quality

Conneqt Business Solution LTD
08.2017 - 06.2020

Sr. Specialist-Quality

Sutherland Global Services LTD
07.2016 - 08.2017

Email etiquettes

07-2016

Quality Analyst

TATA BUSINESS SUPPORT SERVICES
02.2015 - 07.2016

Customer Care Executive (Operations)

TATA BUSINESS SUPPORT SERVICES
06.2011 - 01.2015

Bachelor of Commerce - Commerce

SVG Degree College (Osmania University)
04.2011 - 07.2014
Shaik Arif KhanSr Team Lead - Quality & WFM