Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Certification
Languages
Websites
Hobbies
Timeline
Generic

Syed Mubarak

Bengaluru

Summary

Dynamic Senior Quality Analyst at ACKO Technology & Services, adept at driving performance improvements through targeted training and effective cross-team escalation management. Proven track record in developing SOPs and enhancing quality standards, resulting in a significant boost in overall quality scores. Strong communicator with expertise in auditing and process improvement.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Senior Quality Analyst

ACKO technology & services private limited
Bengaluru
01.2023 - Current
  • Conducted regular audits across various LOBs to identify performance gaps and implement corrective actions.
  • Developed and maintained SOPs to standardize processes and ensure consistency.
  • Collaborated with cross-functional teams to address escalations and improve customer experience.
  • Led calibration sessions to align audit standards, and reduce variance.
  • Provided ongoing training and support to associates, focusing on continuous improvement.
  • Bottom quartile performance improvement: Focused on enhancing the performance of bottom quartile associates through targeted training and support.
  • Training Needs Identification (TNI): Collaborated in identifying and addressing training needs to bridge skill gaps, and improve team performance.
  • Calibration Variance: Actively participated in calibration sessions across all LOBs, achieving a variance of 2.68% for the year, with plans to reduce it to 0% through continuous improvement efforts.
  • Claim Registration SOP: Designed a comprehensive SOP for the claim registration process, enhancing consistency and efficiency, pending final implementation.
  • Final DQR Implementation: Developed and implemented a Detailed Quality Report (DQR) to provide transparency in audit performance, aiding in precise agent scorecard creation.
  • BAU Audit Observations: Improved overall quality score from 88.89% in September 2024 to 91.07% in October 2024 by addressing critical errors and reinforcing best practices.
  • Short Call Audits: Reduced invalid short calls from 13% in April 2024 to 2% in May 2024 through targeted feedback and team discussions.
  • scalation Management

    Handled 70+ Cross-team Escalations (2024-25): Effectively managed over 70 escalations from cross-functional teams, ensuring a 100% customer experience by analyzing calls and providing conclusions without any delay. Provided actionable feedback to agents, contributing to the prevention of recurring issues.
    Ensured timely resolutions: assigned escalations equitably, and conducted prompt analyses, resulting in zero delays in customer responses, and significantly improving service delivery.
  • Motor Claim Handler Recruitment

    Conducted Interviews for Motor Claim Handlers: Played a key role in the recruitment campaign by interviewing over 10 candidates, assessing their communication skills, process knowledge, and overall aptitude for the role. Ensured the selection of candidates well-suited for handling motor claims.

    Strengthened Claims Team: Successfully integrated fresh talent into the team, enhancing operational efficiency and improving the overall service quality of the claims process.

Quality Assurance Analyst

Alorica
Bengaluru
09.2020 - 12.2022
  • Assisted other members of the QA team in identifying areas for improvement in processes and procedures.
  • Prepared reports detailing overall project progress according to established timelines.
  • Audit & Evaluation: Conducted detailed audits across multiple lines of business (LOBs), ensuring adherence to established quality standards, and identifying areas for improvement.
  • Calibration & Alignment: Participated in calibration sessions to align auditing criteria with team and stakeholder expectations, aiming to maintain a calibration variance of less than 5%.
  • Performance Analysis: Monitored and analyzed performance metrics, providing actionable insights to enhance team efficiency and effectiveness.
  • Process Improvement: Collaborated with cross-functional teams to develop and implement Standard Operating Procedures (SOPs), enhancing consistency and operational efficiency.
  • Reporting & Documentation: Prepared comprehensive reports detailing audit findings, discrepancies, and recommendations for management review.
  • Feedback Implementation: Utilized feedback from calibration sessions and audits to refine auditing processes and improve overall quality standards.

Senior Operations Executive

Startek PVT LTD
Bengaluru
01.2020 - 09.2020
  • Sales Strategy Development: Expertise in crafting and executing sales strategies that align with company goals.
  • Cross-Functional Collaboration: Experience working with various departments to achieve unified business objectives.
  • Performance Monitoring: Tracked sales metrics and KPIs, preparing regular reports for senior management to assess team performance, and identify areas for improvement.
  • Customer Relationship Management: maintaining strong relationships with key clients, ensuring high levels of customer satisfaction, and retention.
  • Assisted customers with product selection, sizing and styling.
  • Attended weekly team meetings to review performance goals and objectives.
  • Processed credit card transactions quickly and securely.
  • Provided accurate information about products, prices and services.

Customer Service Representative

Falcon Telesourcing PVT LTD
Bengaluru
03.2019 - 01.2020
  • Customer Interaction: Managed and resolved over 50 customer inquiries daily via phone, email, and chat, ensuring a positive and efficient experience and achieving 90% customer satisfaction.
  • CRM Management: Utilized CRM software to track and manage customer interactions, ensuring timely follow-ups and resolutions.
  • Problem-Solving: Ability to assess situations, identify issues, and implement solutions promptly.
  • Communication: Strong verbal and written communication skills, ensuring clear and effective interactions with customers.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Identified opportunities for upselling additional products or services based on customer needs.

Education

Bachelor of Commerce -

Swami Vivekanand Subharti University (Pursuing)
01-2024

12th (2nd PUC) - Commerce

Rural Institue of Schooling
07-2020

10th (SSLC) -

Karnataka Vidya Shala
07-2018

Skills

  • Auditing (call, email, and chat)
  • Coaching and mentoring
  • Report creation (weekly and MTD)
  • Bottom quartile management (BQ)
  • Training Needs Identification
  • Excellent communication
  • Calibrations (internal and external)
  • Cross-team escalation management
  • Performance monitoring
  • Process improvement
  • Data analysis
  • Root cause analysis (RCA)
  • Customer relationship management
  • Standard operating procedures
  • Team collaboration
  • Employee training
  • Documentation skills
  • Team leadership
  • Adaptability and flexibility
  • Multitasking Capability
  • Work delegation
  • SOP development
  • Quality improvement
  • Attention to detail
  • Problem solving
  • Goal setting and achievement
  • Vendor management
  • Leading interviews
  • Time management
  • Critical thinking

Affiliations

  • Beyond my core professional responsibilities, I actively engage in continuous learning and personal development I’ve pursued certifications in efficient time management and effective leadership strategies, which reflect my commitment to self-improvement and leadership growth Outside of work, I maintain a healthy balance through personal interests and volunteering, which help me stay grounded and bring fresh perspectives to my professional life. My ability to balance high-performance work with ongoing education and personal well-being makes me adaptable, emotionally intelligent, and highly effective in collaborative environments

Accomplishments

  • On point award (I identified a process gap in the CRM tool, i.e., monthly payment schedule on Cx360, which was subsequently integrated into Cx30, that has aided the agents in assisting the customers with payment features effectively)

Certification

  • Efficient time management
  • Effective leadership strategies

Languages

Urdu
First Language
English
Upper Intermediate (B2)
B2
Hindi
Upper Intermediate (B2)
B2
Kannada
Intermediate (B1)
B1
Tamil
Intermediate (B1)
B1

Hobbies

  • Learning new things every day
  • Building new connections
  • Movies
  • Trekking
  • Adventures

Timeline

Senior Quality Analyst

ACKO technology & services private limited
01.2023 - Current

Quality Assurance Analyst

Alorica
09.2020 - 12.2022

Senior Operations Executive

Startek PVT LTD
01.2020 - 09.2020

Customer Service Representative

Falcon Telesourcing PVT LTD
03.2019 - 01.2020

Bachelor of Commerce -

Swami Vivekanand Subharti University (Pursuing)

12th (2nd PUC) - Commerce

Rural Institue of Schooling

10th (SSLC) -

Karnataka Vidya Shala

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Syed Mubarak