Cricket
Umar Baig
Senior Quality Analyst
Bengaluru
Summary
Quality professional with strong background in evaluating and ensuring standards compliance. Proven track record in enhancing processes, delivering impactful results, and maintaining high-quality outcomes. Adept at fostering collaboration within teams, adapting to evolving requirements, and leveraging analytical skills to drive continuous improvement. Known for reliability, expertise in quality assessment, and commitment to organizational objectives.
Overview
5
5
years of professional experience
4
4
Languages
Work History
Senior Quality Analyst
Concentrix Daksh India Private Limited
01.2023 - Current
- treamlined the quality assurance process by developing comprehensive test plans and checklists to ensure thorough evaluation.
- Enhanced product quality by establishing and implementing stringent testing protocols and identifying opportunities for improvement.
- Collaborated with Product Development teams to set performance benchmarks for new products, ensuring high-quality standards from design to release.
- Created detailed test cases and automation scripts to improve testing efficiency and coverage.
- Monitored key performance indicators (KPIs), customer satisfaction (CSAT), and service-level agreements (SLAs) to evaluate product/service quality.
- Analyzed performance trends and data to uncover areas for improvement and drive data-backed decisions to enhance operational efficiency.
- Conducted quality audits on customer interactions (calls, chats, emails) to ensure alignment with company standards, client expectations, and regulatory requirements.
- Assessed critical metrics such as First Call Resolution (FCR), Average Handling Time (AHT), and compliance with established quality guidelines.
Senior Customer Support Associate
Concentrix Daksh India Private Limited
01.2021 - 12.2023
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Maintained comprehensive knowledge of product offerings to ensure accurate information was provided to customers during troubleshooting efforts.
- Developed strong relationships with clients through consistent follow-ups on outstanding issues, ensuring timely resolutions and ongoing communication updates.
Customer Service Representative
Mainstay Teleservices
07.2020 - 12.2020
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Education
High School Diploma -
International Institute of Business Studies
Bengaluru 04.2001 -
High School Diploma -
St Matthias High School
Mysuru 04.2001 -
Skills
Quality assurance strategies
Problem Solving
Transaction Monitoring
Office 365
Customer Satisfaction (CSAT) Analysis
Performance Evaluation
Process Improvement
Data Analysis
Strong communication skills
PERSONAL PROJECTS
Technical Writing:
- Led the review and revision of client Standard Operating Procedures (SOPs), pinpointing areas for improvement and implementing updates to optimize processes and enhance service delivery.
- Conducted comprehensive gap analyses to identify inconsistencies between existing SOPs and client expectations, resulting in targeted revisions that addressed pain points and improved the overall customer experience.
Customer Actionable Insights:
- Leveraged advanced analytics tools to analyze customer data and extract actionable insights, supporting strategic decision-making across multiple departments.
- Partnered with product development teams to translate customer feedback and preferences into product improvements and innovations, boosting customer satisfaction and fostering loyalty.
Achievements
- Recognized by the client in the Voice of Customer (VOC) survey (2023 - 2024)
- Named "Most Valuable Team Player" (2023)
- Honored with the "Difference Maker" award twice consecutively (2023)
- Received the "Game Changer" award for outstanding contributions (2023)
Interests
Travelling
Riding Bike
Timeline
Senior Quality Analyst
Concentrix Daksh India Private Limited
01.2023 - Current
Senior Customer Support Associate
Concentrix Daksh India Private Limited
01.2021 - 12.2023
Customer Service Representative
Mainstay Teleservices
07.2020 - 12.2020
High School Diploma -
International Institute of Business Studies
04.2001 -
High School Diploma -
St Matthias High School
04.2001 -