Syed Hamid Aziz
New delhi
Summary
Results-driven professional with over 10 years of experience in the international BPO sector, specializing in quality assurance and team leadership. Currently serving as a Quality Assurance Team Lead at Tech Mahindra, demonstrating a strong commitment to enhancing service delivery and operational excellence. Proven ability to implement effective quality control measures that drive performance improvements and elevate customer satisfaction. Adept at fostering collaborative team environments and mentoring staff to achieve their highest potential.
Overview
14
14
years of professional experience
Work History
Quality Assurance Team Lead
Tech Mahindra Business Services
Noida
08.2023 - Current
- Ensured timely project completion by leading QA analyst team in adhering to Quality protocols.
- Worked with cross-functional teams to detect software defects and propose viable solutions.
- Reduced operational costs and increased efficiency through identified process improvements.
- Contributed to elevated code quality with constructive feedback during code reviews.
- Delivered high-quality products aligning with client requirements to boost customer satisfaction.
- Improved junior team member skills via focused mentoring sessions.
- Conducted root cause analysis for critical defects, fostering improved issue understanding and future prevention.
Senior Quality Analyst
Tech Mahindra Business Services
Noida
07.2021 - 08.2023
- Conducted comprehensive audits of current systems to streamline processes and enhance efficiency.
- Established clear communication channels with the client, improving product quality standards.
- Incorporated industry best practices into workflows to elevate overall performance.
- Created a central repository for quality-related documentation, ensuring easy access and promoting transparency.
Senior Technical Support Associate
Tech Mahindra Business Services
Noida
11.2018 - 07.2021
- Improved customer satisfaction by providing timely and accurate technical support.
- Provided remote support for customers located across multiple regions, adeptly addressing diverse needs while maintaining a consistent level of service excellence.
- Conducted root cause analysis for major incidents, implementing corrective actions to prevent recurrence.
- Participated in regular meetings with management, providing updates on team performance and offering insights into potential areas for improvement.
Senior Practitioner
Concentrix
Gurugram
12.2015 - 10.2018
- Assisted customers with inquiries and resolved issues promptly.
- Processed customer orders efficiently through internal systems.
- Provided product information and recommendations to enhance customer experience.
- Handled escalated complaints with professionalism and empathy.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Senior Executive
NIIT Technologies
Gurugram
09.2013 - 08.2015
- Executed reversals and corrections of financial transactions on Global Wealth Platform.
Managed investment processing to ensure accuracy and compliance.
Oversaw investment operations to enhance efficiency and effectiveness. - Coordinated cross-functional teams to streamline processes and improve efficiencies.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
Analyst
Genpact
Gurugram
09.2011 - 08.2013
- Conducted quality audits to ensure compliance with industry standards and regulations.
- Reviewed documentation and records for accuracy and completeness during audits.
- Facilitated meetings to discuss audit findings and recommended improvements.
- Maintained detailed reports on audit results and follow-up actions taken.
- Created reports on audit findings, including recommendations for improvements.
Education
MBA - Finance
Symbiosis Center of Distance Learning
Pune03-2017
BA (Hons.) -
Babasaheb Bhimrao Ambedkar Bihar University
Muzaffarpur05-2010
Skills
- Process improvement and quality assurance
- Data analysis and validation
- Team leadership and mentoring
- Problem solving and corrective action planning
- Dashboard reporting and quality metrics
- Client communication and constructive feedback
- Root cause analysis and documentation management
Accomplishments
- Standing Ovation Award
- Pat on the back
- Quarterly and yearly R&R
- Client appreciation and recognition
Timeline
Quality Assurance Team Lead
Tech Mahindra Business Services
08.2023 - Current
Senior Quality Analyst
Tech Mahindra Business Services
07.2021 - 08.2023
Senior Technical Support Associate
Tech Mahindra Business Services
11.2018 - 07.2021
Senior Practitioner
Concentrix
12.2015 - 10.2018
Senior Executive
NIIT Technologies
09.2013 - 08.2015
Analyst
Genpact
09.2011 - 08.2013
MBA - Finance
Symbiosis Center of Distance Learning
BA (Hons.) -
Babasaheb Bhimrao Ambedkar Bihar University
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