Syed Shoaib Mehdi

Working as a Team Manager of Quality, I am responsible for driving improvement in key metrics like NPS, CSAT, and quality scores by auditing customer and agent interactions, followed by feedback sharing, and developing and reviewing strategies from time to time to meet the organizational goals. Enabling Ops to earn revenue by providing best-in-class customer service, and working out plans and ways to prevent any revenue leakages. Defining KRAs and KPIs for the team in alignment with company goals.

• Lead a team of 39, including Quality Analysts and Leaders, across three locations: Gurgaon, Pune, and Mexico, which audits an agent headcount of approximately 1,500.
• Managed the quality audit for knowledge, communication, and compliance (internal and external regulatory bodies) on customer interaction with agents through different mediums, like calls, chats, and emails.
• Developed and executed strategic plans to boost NPS (Net Promoter Score) and CSAT (Customer Satisfaction) scores, aligning with corporate objectives and propelling business growth through data-driven insights and customer-centric solutions.
• Led comprehensive revenue leakage programs, leveraging project absorption to minimize financial loss, and maximize financial performance.
• Spearheaded quality-focused initiatives to prevent revenue loss, achieving significant cost savings and process improvements.
• Implemented process standardization and governance framework, which resulted in documented and standardized processes and process flows, regular periodic reviews for relevance and alignment with business objectives (Quality Standard Document, NPS Service Recovery Process, NPS/CSAT Overview Document, Schedule Adherence Document, QA Productivity Document, etc.).
• Collaborated with diverse, cross-functional teams, including Operations, Training, Human Resources, Employee Relations, Workforce Management, Product, and Technology, to drive performance improvement and process enhancements.
• Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
• Utilized various and tools to streamline processes and optimize performance by revamping the monitoring form

• Working on various projects and on transitioning a Quality Frame work around backend processes •Responsible for presenting continues improvement plans to the Sr. Leadership teams by enhancing and revising the Quality goals and KPI’s •Handling a team of 38 Sr. QA’s who inherently work around absorption reduction, complaints RCA’s and process updates •Maintain and work on continuous process improvement in terms of quality compliance, NPS, C-SAT •Maintain and present WBR/QBR/MBR/YBR data to the Sr. Leadership teams and stake holders •Maintain stack ranking for the team to process half yearly and yearly appraisals •Trained and helped staff manage workloads and assignments, facilitating fulfilment of organisational objectives. •Established monthly goals, communicating priorities to staff and closely tracking progress to achieve success.

• Assisted customers with making new bookings over the phone.
• Resolved customer service issues quickly and effectively to maintain top satisfaction rates.

• Worked on Finance and Accounting for Johnson and Johnson Co