Tousif Khan.A

• Managed two diversified teams, overseeing both business-as-usual operations and escalations, which encompassed four different processes. The BAU team handled the equivalent of 160-200 associates, depending on business requirements & escalation team involved managing a wide range of tasks and ensuring the efficient resolution of escalated issues.
• Standardized processes by developing SOPs, enhancing efficiency and minimizing deviations.
• Updated quality control standards, methods, and procedures to meet compliance & process requirements.
• Conducted investigations into root causes of process/product failures and implemented necessary corrective measures.
• Handling customer/client escalations, ensuring resolutions are provided, identifying the root cause, and implementing solutions to reduce escalations and improve customer satisfaction.
• Implemented quality standards and procedures to enhance accuracy and customer satisfaction.
• Facilitated cross-functional team collaboration, ensuring seamless communication between departments regarding quality matters.
• Led cross-functional teams in root cause analysis, identifying and rectifying sources of quality deviation.
• Evaluated quality analyst, specialist & quality assist managers performance and conveyed constructive feedback to improve skills.
• Established performance goals for quality analyst, specialist & quality Assist managers provided feedback on methods for reaching respective milestones.
• Spearheaded adoption of leading-edge quality management system, enhancing company's compliance posture.
• Championed initiatives to meet customer-facing metrics and consistently improve performance.
• Led the quality team, ensuring that operational metrics meet threshold requirements, whether increasing or decreasing based on the metric's needs. Focused on driving improvements across associates, teams, LOBs, and locations through various quality practices.
• Explored and adopted new tools and technologies to challenge existing processes and metrics, aiming to enhance customer experience.

• Managed the sales team for almost a year before transitioning to lead the customer experience team, overseeing 2-4 LOBs. In this role, I coached QA team members, providing training and preparing them to be fully equipped for the process.
• Streamlined quality assurance processes through the development of comprehensive test plans and checklists.
• Improved product quality by implementing rigorous testing protocols and identifying areas for improvement.
• Collaborated with Process/Product Development teams to establish performance baselines for new products, setting high standards that guided ongoing QA efforts from inception through release.
• Created test cases and automation scripts.
• Analyzed defect trends to identify recurring issues, proactively addressing underlying causes before they impacted end-users or production timelines.
• Managed Quality Analyst team effectively, setting clear expectations and providing guidance on achieving desired outcomes related to product performance metrics.
• Collaborated with cross-functional teams to establish quality standards, ensuring alignment with organizational goals and objectives.
• Implemented metrics-driven approach to measure process effectiveness, enabling data-driven decision making in pursuit of superior product quality.
• Championed a culture of continuous learning within the Quality Analyst team, regularly sharing best practices and lessons learned to enhance collective capabilities.

The role of a Quality Analyst (QA) is crucial in ensuring the delivery of high-quality products, services, or processes within an organization. As we are the ones responsible for monitoring, assessing, and maintaining the quality standards set by the company. The specific responsibilities of a Quality Analyst may vary based on the industry and organization, but some common roles and duties include:

• Performance Evaluation: They assess the performance of individuals or teams, such as customer service representatives or production teams, by monitoring interactions, processes, or outputs.

Quality Audits: Conducting average of 25-30 audits of various audit type and reviews to identify gaps in quality and compliance with internal policies and external regulations.

• Data Analysis: Analyzing data and metrics to identify trends, patterns, and areas for improvement in the quality of products or services.
• Feedback and Coaching: Providing feedback and coaching to team members based on the assessment of their performance and quality standards.
• Process Improvement: Collaborating with teams to develop and implement strategies for continuous process improvement to enhance efficiency and quality.
• Root Cause Analysis (RCA): Identifying the root causes of quality issues and recommending corrective and preventive actions.
• Training and Development: Assisting in the training and development of team members to ensure they understand and adhere to quality standards.
• Customer Satisfaction: Monitoring and analyzing customer feedback to identify areas for improvement and enhance overall customer satisfaction.
• Continuous Improvement: Contributing to the culture of continuous improvement by encouraging innovation and quality-focused initiatives.
• Overall, the role of a Quality Analyst is critical for maintaining high-quality standards, driving process improvement, and delivering exceptional products and services to meet customer expectations.

• Increased customer satisfaction by resolving complex issues and consistently providing exceptional service on every call. Handled an average of 90-100 calls per day, ensuring high-quality interactions at all times.
• Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
• Enhanced team productivity by streamlining communication and implementing efficient project management tools.
• Developed and implemented strategies to increase customer satisfaction and engagement.