Quality Assurance Manager

Mohamed Arif Shaikh

Dubai, United Arab Emirates, ) (+971 50) 354 7868; * ***********.******@*****.***

Quality Assurance Manager, Certified Lead Auditor (QMS & OHSAS)

Career Summary

A performance driven, competent & accomplished professional with 15+ years of progressive experience and proven record of significant, successful contribution in Quality Management, ISO management system standards (QMS/EMS/OHSAS), Internal and External Audit, Process Improvement, Training and Contact Center Management.

Career Objective

Seeking an opportunity in the role of Quality Assurance Manager in a dynamic organization with a productive working environment, where I can utilize the skills & expertise gained over the years to achieve organization objectives.

Personal Attributes and Core Competencies

Familiarity with tools, concepts and methodologies of Quality Management, Implementation and maintenance of ISO management systems, developing procedures and policies, setting KPIs and service standards for business excellence.

Strong analytical and organizational skills, maintaining high ethical standards and committed to organizational goals. Flexible, self-motivated, keen learner, planned and organized, and having a ‘can do’ attitude.

Proficient at managing & leading teams for running successful process operations, ability to prioritize work and meet deadlines with good decision making skills.

Possess excellent interpersonal and communications skills, customer centric approach, good listening skills, attention to detail and ability to produce high quality and accurate work.

Career Achievements

Administered and facilitated the implementation of ISO 9001:2008 (QMS), 14001:2004 (EMS) & 18001:2007 (OHSAS) standards and maintained the certification by passing the 3rd party external audits with zero major non-conformity.

Appointed as Business Continuity Management (BCM) coordinator for the company.

Managed and delivered improvement projects by meeting/exceeding the KPIs compliance performance target and/or reducing cost for various departments like, Operations (Ground, Freight, Express, and Logistics), Outlets, Customer Service and Contact Center.

Recognized for introducing effective changes in the Claims & Compensation process, having a positive impact on the efficiency and transparency of the process, especially to the Senior Management and C-suite executives.

Initiated & implemented supplier audits on key suppliers ensuring their compliance with Aramex standard requirements.

Spearheaded submission of relevant documents to the Middle East Call Center (MECC) awards 2009 & represented Aramex at the prestigious MECC award ceremony and won the award for “Best Recession Busting Programme”.

Instrumental in improving the Service Level from 60% to 88% after being promoted as Contact Center Team Leader.

Key Projects

Enhancing Customer Service (Outlets) – Designed, developed and implemented an effective training program for Outlet executives that enhanced their customer service skills and product knowledge, helping them deliver a professional and exceptional customer service experience and ensured total customer satisfaction.

Customer Complaints Dashboard –Comprehensive data analysis of the customer complaints, collaborated with Operations & Customer Service Manager to identify the root causes of major and repeated complaints, implemented the corrective actions and effectively reduced the customer complaints between 8-10% each month.

Paper Workflow (Air Freight Ops) –Minimized duplication & retention of paperwork, increased staff efficiency by eliminating unproductive work. Maximized the utilization of Kofax by scanning & uploading relevant documents on system, minimized the manpower used, reduction in printing (over 60%) and reduced the storage cost by over 15%.

Reducing Credit Notes (Service Failures) – Detailed root cause analysis on all service failures that lead to credit notes; advised and implemented corrective actions to reduce the errors caused by Operations/Customer Service, reflecting a drop in credit notes by 8% in 2016 in comparison with 2015. This project is ongoing throughout the year.

Outlets Billing Process – Collaborating with Accounting, IT and Outlet Manager, streamlined the billing process for outlet executives by advising and enforcing the usage of an automated system, simplifying the work flow process and reducing the number of man hours and paper work.

Inbound and Outbound Operations (Logistics) – Revisited the current logistics operations process, conducted gap analysis, implemented the necessary changes to improve the efficiency and performance of operations, auditing and continuous monitoring to ensure Operations met/exceeded the KPIs target compliance.

Promoting Aramex.com (Contact Center) – Led and mentored the project team and effectively converted 18% of customers to use Aramex.com from calling the contact center that helped improve the Service Level by over 12%.

Professional Experience

Career Progression

ARAMEX International, Dubai, United Arab Emirates Dec.’02 till date

Career Overview:

During my tenure with ARAMEX International, I have demonstrated professionalism, reliability and have been positioned at various levels in the organization assuming greater accomplishments.

Quality Assurance Manager June’16 till date

Determine improvement and efficiency projects within the organization, ensuring compliance with corporate and local procedures, policies & quality standards.

Coordinating with departmental heads to clearly identify and continuously manage project scope, requirements, dependencies and deliverables.

Ensuring the organizations standards adhere with legal compliance and meet customer’s requirements.

Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.

Prepare internal quality documentation and reports by collecting, analyzing, and summarizing trends for failed processes and recommend corrective actions, to share with senior management.

Liaise with Sales Manager and Sales team to assess customer requirements, and then coordinate with operations team to ensure those requirements are met and complied in line with Aramex policies and standards.

Collaborating with the Global Customer Service Manager and Station Country Manager to implement requirements of “The International Standard for Service Excellence (TISSE)” at the Dubai station and leading the certification process.

Creating and implementing workflows to facilitate structured support in all areas and issues.

Reporting progress, updates and final results on improvement projects to senior management.

Leading internal and external audits (including customer audits and 3rd party certification body audits).

Focus on potential areas for quality improvement & propose action plan to improve quality level at station.

Performed, evaluated and provided assurance that risk management, operational controls & quality management systems are functioning as intended, enabling organizations objectives and goals to be met.

Conduct in depth investigations for all QHSE related incidents in conjunction with the Regional QHSE team and liaise with site management teams for formalizing the immediate and corrective action plans.

Chaired and facilitated the Annual Management Review meetings for QMS/OHSAS/EMS and the Quarterly Health & Safety Committee meetings.

Quality Assurance Leader (Senior) Sept.’10 till May’16

Improve the station process efficiency through implementation and maintenance of ISO management systems & standards to ensure quality of service across the station.

Document local policies, procedures and other publications under the station’s local library (Infohub).

Part of the team implementing process improvement initiatives at the station.

Monitor the Key Performance Indicators (KPIs) for the operations and support functions, including analyzing, setting corrective actions & follow ups to ensure station achieves the set targets for the KPIs.

Conduct and report quality internal auditing process at the station, while following up on the implementation of agreed corrective actions to promote continual quality improvement.

Perform data analysis & observations that aim to reveal root cause of non-conformities and service failures, implement corrective actions that provided a final closure to prevent the reoccurrence of the failures.

As head of OHSAS safety committee, ensured that all safety legislation is adhered to and policies and practices are adopted and effectively implemented.

Plan, implement, monitor and review the protective and preventative measures that companies are required or choose to follow, and work to minimize operational losses, occupational health problems, accidents and injuries.

Carrying out hazard identifications & risk assessments, investigate root causes, advice corrective & preventative actions.

Arrange Health Days for staff in coordination with DHA approved hospitals on various health related topics.

Training Head – Contact Center Feb.’10 till Sept’ 10

Conduct orientation sessions, Basic Training Programme and on-the-job training for new hires.

Evaluate instructor performance and effectiveness of training programs, providing recommendations for improvement.

Prepare the training manuals (Handbooks) for all skills of Contact Center.

Mentor, Train & Supervise instructors and leaders in training & dealing with Contact Center employees.

Arrange team building activities and motivational programs for Team Leaders and Team Members.

Undertake exit interviews with disembarking employees & provide feedback to management as necessary.

Head of Contact Center – Service & Performance Mar.’09 till Jan. ‘10

Coordinate with the CC Manager to set up the Contact Center budget.

Handled different projects for contact center like Merging of contact center (Citruss & Answering Service with Aramex CC), MECC Awards, and preparing training materials for Aramex contact center in Amman for them to handle calls forwarded from U.A.E CC.

Monitor Service Level on daily basis and identify reasons for drop in Service Level. Suggest & help implement effective action plans to improve the service level.

Advise and assist TLs on their agent utilization; assist CC Quality team to come up with different monitoring sheets for each product and the floor team leaders to develop a program to benefit agents.

Analyze work process flows to improve services, identify process breakdown points and work with cross-functional teams to develop and implement solutions.

Quality Assurance Leader - Contact Center Jan.’08 till Feb. ‘09

Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.

Introduced & implemented Ideas like "agent of the month, call center news letter, monthly quizzes, team leader of the week, team of the month and Saturday offs for high performing agents.

Along with Head TL and H.R conduct interviews to choose the fitting candidate for contact center.

Contact Center Team Leader May.’03 till Dec ‘07

Led, mentored and supervised a team of 70 contact center agents to achieve high quality and productivity standards.

Acting Contact Center Manager in absence of the Contact Center Manager.

Contact Center Team Member, Aramex Intl, Dubai, UAE Dec.’02 – April’03

Spectramind, Bombay, India

Contact Center Agent June’01 – Feb.’02

Dot Com Services Pvt. Ltd., Bombay, India

Customer Service Executive Aug.’00 – April’01

Certifications

Lead Auditor QMS (9001:2008) – Certified by BSI / IRCA U.K – June 2012.

Lead Auditor OHSAS (18001:2007) – Certified by BSI / IRCA U.K. – December 2015.

Certificate of Participation - Six Sigma Green Belt (ASQ - American Society for Quality).

Academic Credentials

oJune’97 – May’00: Bachelor of Science (B.Sc. Mathematics) from Mumbai University, India

Computer Proficiency

oJuly’00 – Aug.’01: Diploma in E-Commerce from NIIT, Mumbai, India

oMS Office 2013 & 2010, Windows 10, 8.1, 7, XP, 2000, 98.

Trainings & Workshops

Coaching & Mentoring

Leading and Developing Others

Supervising and Managing People

Credit Control Essentials

Six Sigma Green Belt Training

Promoting a Professional Telephone Image

Business Continuity Management

Team Building Workshop

Revisiting Customer Centricity

Improve your Telephone Skills

Project Management Fundamentals

Avaya CMS – Operational Effectiveness

Time Management

Contact Center Team Training

Emotional Intelligence

Business Writing Skills

Excellence in Customer Service

Assessment Centers

Train the Trainer

Problem Solving in the Contact Center

Vital People Management Skills for Team Leaders and Supervisors

Competency Based Call Center Training Programme – Essential Agents Skills

Personal Details 18.09.1980 Indian Single Employment Visa (Transferable)

Languages Known English Hindi Marathi

Hobbies & Interest Cricket Badminton Listening to Music

Driving License Holding a valid U.A.E. Driving License (since 2005)

LinkedIn Profile: https://www.linkedin.com/in/arif-shaikh-a9b43258/

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