Quality Assurance Analyst
Resume:
Mohammed
Asifullah
Quality Analyst
La Grange Park, Illinois
**************@*****.***
Permanent Resident / Green Card Holder
(No Visa Sponsorship Required)
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Objective
Passionate Quality Assurance professional with over 15 years of experience in ensuring product quality and process efficiency across various industries. Seeking a Manual Testing/QA role to leverage extensive experience in test planning, execution, and defect tracking, aiming to contribute to achieving stringent quality standards.
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Experience
Process Improvement Analyst @ Accurate Background LLC JULY 2018 - SEPTEMBER 2023
Spearheaded process improvement initiatives, reducing error rates by 20% and enhancing operational efficiency.
Conducted rigorous quality audits and coordinated compliance- driven initiatives ensuring adherence to industry regulations.
Identified training needs and delivered supplemental training, elevating team proficiency and reducing defects by 15%. Senior Quality Analyst @ Concentrix
NOVEMBER 2010 - FEBRUARY 2018
Conducted live and recorded call audits, ensuring adherence to quality parameters and client standards.
Led quality surveillance efforts improving process accuracy by 30%.
Enhanced performance of low-performing associates, leading to a 15% reduction in quality disputes.
Developed a dispute tracking system, improving resolution time by 40%.
Business Development Manager @ Ayurveda Wellness Center NOVEMBER 2009 - OCTOBER 2010
Managed five Ayurveda centers, ensuring resource allocation and revenue generation.
Conducted corporate consultations and online campaigns to enhance brand visibility.
Retail Store Manager @ Admire Shoes
JULY 2007 - OCTOBER 2009
Achieved and exceeded sales targets through effective merchandising management.
Analyzed sales data to optimize stock levels, reducing operational costs by 15%.
Senior Quality Assurance Analyst @ AOL
April 2005 – January 2007
Provided comprehensive support to the aligned team, enhancing performance through effective training and support initiatives.
Monitored calls, conducted periodic calibrations, and established targets, contributing to continuous improvements.
Served as a Training Assistant (TA) for new hires and Quality Analysts
Quality Assurance Analyst @ AOL
August 2004 – March 2005
Monitored consultants' calls daily, capturing areas of opportunity and positive trends.
Evaluated communication skills, including articulation, intonation, voice modulation, sentence construction, pace & pause, diction, repetition, accent & MTI.
Developed Member Satisfaction Index (MSI) parameters for assessing consultants' impact on member satisfaction.
Ensured process adherence during calls, implementing strategies to improve consultants' performance.
Conducted periodic debriefs, generating fortnightly reports with detailed break-up analysis.
Rated, rewarded, and recognized high-performing team members.
Compiled quantitative and qualitative reports, providing valuable insights to Quality Coaches.
Conducted presentations for trainees, educating them about the role of the quality team and relevant parameters.
Customer Care Associate @ AOL
June 2003 – July 2004
Delivered on-site support services, effectively handling customer queries and operational problems.
Communicated solutions and recommended action plans to resolve member concerns.
Maintained systematic documentation and provided lateral and vertical feedback.
Handled international inbound calls, ensuring the highest level of member satisfaction aligned with company interests.
Achieved set targets as a consultant and played a key role as a Point of Contact (POC) for various business-related metrics. ㅡ
Education
Bachelors in Business Management @ Baldwins Methodist College
(Course Completed) Marketing Specialization- 2003
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Awards
Six Sigma Yellow Belt Certified, leading to streamlined process in defect identification and resolution.
Awarded “Best Quality Analyst” for the month of Feb 2012 and Q2 2012 at Concentrix.
Most Valuable Quality Assurance Analyst Retention for quarter II – 2005
Most Valuable Quality Assurance Analyst Retention for the month of May – 2005
Transitioned the process for a pilot batch from Retention to Member Relationship Management, improving retention rates by 10%.
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