Team Leader- Quality
MOHD FARHAN SAIFI
E-mail: farhansaifi04@gmail.com
To contribute to the growth of any organization by bringing all my ability and potentials as in coherence to the organization objective.
EXPERIENCE
MattsenKumar India Pvt. Ltd. Gurgaon, Haryana
Team Leader Quality September 2014-Present
Team Strength – 15 QAs
Ensure to complete daily, weekly & monthly audit target
Providing quality assurance expertise to internal workgroups teams, and committees focused on enhancing procedures and creating efficiencies
Manage and monitor existing title error reporting programs to facilitate a reduction in error frequency and improve performance
Performs mock calls with agents to improve performance
Provide periodic feedback to QAs regarding improvement areas
Communicate with Service delivery team in order to avoid any understanding gap between ops & quality team.
Conduct Bi-Weekly external calibration with client and ensure less variance
Facilitating discussion between QA and Ops management to highlight strengths, address potential areas for improvement
Responsible for performance management, coaching and supporting training
Gather QA metrics on all projects including defect rates and root cause analysis; develop action plans and PowerPoint presentation for monthly department communication
Effectively manage multiple priorities
Analyze QA process and procedure to ensure it meets business growth and customer needs
Report, track and determine priorities, defects etc.
Lead the QA Associates and assist with directing QA associates and activities
Provide periodic QA reports to direct supervisor
Schedule monthly staff meetings and individual one on one session
Quality Assurance Executive
Audit pre-recorded calls & live calls
Complete daily and Monthly target
Ensure to achieve daily target of 20 calls
Handle team of 11 agents
Provide feedback via emails or in 1*1 sessions
Conduct external calibration sessions Bi-weekly
Handle UK & US LOBS
Conduct update sessions with team
Conduct internal calibration
Update MOM’s post every calibration
Cyquator Media Services Pvt. Ltd. (Dish TV) Film City Noida
Customer Service Associate Dec 2013 - Sep 2014
Answer customer’s concern and quires over the phone
Give 7.30 hrs. Login on daily basics
Handle English LOB
Receives calls from all over India
Cogent E- Services Pvt. Ltd. Meerut (U.P)
Customer Service Representative Aug 2011 to Oct 2012
Provide solution to customers
Give 8 hrs. login daily
Handle Escalation calls
Resolve complains related to the product
Worked in Escalations Team as Sr. Escalation Expert
EDUCATION
Passed High School from U.P. Board in 2009 With 1st Division (60.16%).
Intermediate Passed from U.P. Board in 2011 with 1st Division (62.20%).
Completed Graduation from CCS University in 2015 with 2nd Division (43.71%)
TECHNICAL SKILLS
Basic knowledge of Computer
Certified in DTP (Desktop Publishing)
Have Basic Knowledge of Computer Hardware
PROFESSIONAL SKILLS
Pursuing Six Sigma Green Belt from Advance Innovation Group
Good knowledge of salesforce, Nice, Intercom & Variant
Good knowledge of MS office
Have good understanding of Quality Tools
ACHIEVEMENTS
Awarded as Key Contributor in Quality Assurance Jan’15
Awarded as Best Performer Jan, March & July’16
Awarded as Exceptional Contributor in process improvement March, April & May’17
Service Excellence Diamond Award 2018
Hobbies
Listening to music, especially Sufi songs
Playing and Watching Cricket
PERSONAL INFORMATIONS:
Date of Birth : 05th April 1993
Father's Name : Mr. Mohd. Farooq Saifi
Gender : Male
Marital Status : Single
Nationality : Indian
Language Known: Hindi & English
DECLARATION:
I hereby declare that the above given information is true to the best of my knowledge.
Date: ..............................
Place: ............................. (Mohd. Farhan Saifi)