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Mohammed Abubakar Qureshi

5+ years of experience in Quality Assurance, maintaining compliance & non-compliance, processing through records and tracking systems, including root-cause analysis and corrective/preventive actions.Outstanding communication, active listening, and organizational talents. Physically fit and adaptable with the capability to work in various work environments. 

Key Skills

Solid Analytical Skills
Problem Analysis
Critical thinking
Collaboration
Audit Compliance
Quality assurance
Quality Standards & Best Practices
Communication skills
Compliance
Comprehension
Keen attention to detail
Accuracy

Professional Experience

Nov 2023
Present
Independent Quality Auditor(IQA Google)
Cognizant Technology Solutions Hyderabad, IN
Cognizant is an American multinational IT services and consulting company headquartered in Teaneck, New Jersey, U.S. CTS is part of the NASDAQ-100
  • Specialized in Audit the  Auditor to ensure the accuracy and effectiveness of previous audited cases done by the QAs
    •  Prepared detailed re-audit reports with clear findings, recommendations, and action plans for improvement
    •  Re-audited the cases done by the QAs of all MSPs to ensure that the transaction was evaluated as per the defined process and guidelines
  •  Participated in client connects to modify the process and procedures
  •  Helped management in redefining a quality framework that provides fruitful insights in improving the customer experience
  • Participating in the calibration sessions individually with all the Google MSPs
May 2023
Nov 2023
Quality Analyst
Cognizant Technology Solutions Hyderabad, IN
  • Weekly Evaluations/Transaction Audits
  • DSAT Analysis
  • Joint Transaction Monitoring(JTMs)
  • Escalation RCA
  • Conduct team huddles, Refreshers, and 1 on 1 Session for L1 & L2 associates
Nov 2022
May 2023
Quality Assurance Professional
Sitel Hyderabad, IN
Sitel provides outsourced sales, technical support, customer service, and other business processes for large companies.
  • Conduct certification for NHT batches who completed their training
  • Prepared 8D Analysis on Executive Escalations to get an Actual Root Cause(ARC)
  • Share Quality & Compliance/Hygiene dashboards or Reports with the stakeholders and clients
  • Conduct team huddles, Refreshers, and 1 on 1 Session for the front-line associates
  • Orient the newly hired trainees on the Quality Guidelines and Infraction Matrix
  • Evaluate Inbound/Outbound Calls, Chats, and Emails.
Feb 2022
Nov 2022
Sr Quality Assurance Analyst
IntouchCx Hyderabad, IN
IntouchCX Intouch is a global customer care and technology company, providing value-driven solutions for over 20 years.
  • Provided regular updates to team leadership on quality metrics for Samsung NA, Kensington NA, and Kensington EMEA by communicating consistency problems or production deficiencies
  • Used Google Workspace, and Excel spreadsheets to create presentations, flowcharts, and graphs to prepare for various meetings
  • Root Cause Analysis(RCA) through Live Person, Sprinklr, and SAP
  • Collaborated with management to provide training on improved processes and
  • assisted with the creation and maintenance of quality training
  • Trained 2 NHT batches for Samsung Consumer Electronics:
  • 1st batch Home Appliances Products
  • 2nd Batch Home entertainment & Information Technology products
  • Monitored inbound and outbound calls made by 27 employees to provide
  • constructive feedback
Apr 2019
Feb 2022
Quality Assurance Analyst
IntouchCx Hyderabad, IN
  • Weekly Evaluations/Transaction Audits
  • Detractor/DSAT Analysis
  • Joint Transaction Monitoring(JTMs)
  • Service to Sales Calibration(S2S)
  • NDT Analysis
  • Repeat Contact Analysis

Education

Apr 2019
Nov 2021
CA Inter(CA IPCC) in Tapasya Academy
Institute of Chartered Accountants of India
May 2018
Mar 2019
CA Foundation in Tapasya Academy
Institute of Chartered Accountants of India
Jun 2016
Dec 2019
B.Com Computers in St Paul's Degree & PG College
Osmania University
Mar 2014
Apr 2016
Intermediate in MS Junior College
Telangana Board of intermediate
Mar 2013
Apr 2014
Secondary School Certificate in St Aristotle High School
Board of secondary Education

Achievements

2019
Bravo
  • Maintained 95% positive feedback from clients
  • Boosted customer NPS scores by 10%
  • Implemented a customer service process that reduced refund requests
2020
R&R
  • Completed in-depth analysis for executive escalations
  • Used Microsoft Excel to develop Transaction tracking spreadsheets
  • Supervised a team of 27 associates
  • Resolved product issues through consumer testing
2021
Bravo
  • Immediate actions on client escalations
  • Helped management create a risk mitigation environment
    • Proved successful in avoiding client escalations and customer dissatisfaction
2023
Best QAP
  • Shared action alerts with the operations team to avoid escalations
  • Maintained Quality scores at an average of 92% for 3 consecutive months
2023
Best QA
  • Praised for being the standout Quality Analyst of the team and for outstanding performance

Quote

Quality is never an accident; it is always the result of high intention, sincere effort, intelligent direction, and skillful execution.

William A. Foster

Hobbies & Interests

  • Food Tasting
  • Movies
  • Music
  • Photography
  • Travelling
  • Sports

Languages

English
(Fluent)
Urdu
(Native)
Hindi
(Native)
Telugu
(Basic)
Arabic
(Basic)

Get in touch with Mohammed Abubakar