SHIFA TAHIRA QAZI

• Led and mentored a team of Quality Analysts, fostering accountability and continuous improvement.
• Organized monthly team huddles and calibration meetings to align on quality standards.
• Maintained process improvement trackers to identify issues, track actions, and measure results, helping set clear evaluation standards and leading monthly review meetings with operations to improve quality
• Designed trend analysis dashboards that reduced repeat quality errors by highlighting root causes.
• Encouraged open feedback within the team, promoting engagement and the sharing of process enhancement ideas.
• Identified skill gaps and arranged targeted training to strengthen overall team capability.
• Conducted comprehensive script analysis to enhance operational communication and improve member experience.
• Conduct periodic audits of audits to ensure consistency.
• Provide feedback and coaching to auditors.
• Identify systemic issues in audit methodology.
• Recommend process improvements or retraining, if needed.
• ATA conducted by tools referred to as internal audit scorecards and auditor performance metrics.
• Oversee daily Business-As-Usual (BAU) to maintain workflow stability and service excellence.

Root Cause Analysis (RCA) | Process Excellence and Transformation Team:

• As a Team Leader, I managed a team of over 50 employees, overseeing the analysis and resolution of escalated cases, disputes, service requests, and complaints raised by consumers and banking partners.
• Identified and highlighted process gaps and errors, collaborating with relevant stakeholders to drive improvements, and enhance operational efficiency.
• Reviewed disputes to understand why consumers raised them, and shared suggestions with stakeholders to improve the process.
• Conducted root cause analysis (RCA) for grievances, legal escalations, consumer operations, credentialing and onboarding processes, commercial member support, consumer DRS (online and offline), OLM, and dispute email workflows. Prepared process-specific reports, and shared observations and recommendations with stakeholders to drive improvements.

Consumer Operation| Dispute Resolution System (DRS) Team:

• Resolved the consumer dispute raised by a customer through an online channel (DRS), and provided appropriate solutions.
• Worked as a Quality Analyst for the Level 1 Team at Tech Mahindra, focusing on the DRS Cases, reviewing user cases in real time to ensure appropriate actions were taken.
• Delivered constructive feedback to team leaders and users regarding adherence to quality standards.
• Facilitated product and process knowledge training sessions for new hires in both L1 and L2 teams.
• Maintained SLA and TAT of the defined process.

Commercial Operation| Commercial Member Support Team:

• Managed disputes, service requests, and complaints from credit institutions concerning related credit reports through banking channels.
• Composed and responded to professional emails, ensuring timely acknowledgment, and effective communication.