About
Results-driven Quality Analyst with 5+ years of experience in voice-based operations, quality assurance, and process troubleshooting. Proven ability to plan and implement operational strategies, manage teams, and improve customer satisfaction through systematic process audits, discrepancy analysis, and continuous process improvement. Strong functional knowledge of voice processes, with exposure to repair and resolution workflows, and expertise in root cause analysis (RCA), performance governance, and stakeholder communication. Self-directed leader skilled at motivating teams, applying best practices, and delivering clear, actionable insights.
Skills & Expertise (33)
Work Experience
Staff Nurse
Seth V.C. Gandhi & M.A. Vora Municipal General Hospital
Jul 2016 - Jan 2019
Delivered patient care while ensuring compliance with quality standards and hospital policies. Trained and supervised junior staff, strengthening leadership and people-management skills. Maintained accurate documentation and handled escalations in high-pressure environments.
Quality Analyst
Malomatia India Technologies Pvt. Ltd.
Dec 2020 - Present
Managed voice-based customer service operations, ensuring adherence to SOPs, SLAs, and quality frameworks. Applied in-depth functional process knowledge to troubleshoot operational issues and provide effective solutions. Conducted detailed call audits to identify discrepancies and performance gaps using a structured methodology. Performed root cause analysis (RCA) on repeat issues and escalations; implemented corrective and preventive actions. Planned and executed process improvement initiatives to enhance efficiency and customer satisfaction. Led performance governance through regular reporting, trend analysis, and operational reviews. Designed and delivered training and refresher programs for new hires and existing agents. Coached and motivated agents and team leads to achieve quality, productivity, and customer satisfaction goals. Supported repair and resolution-oriented workflows by analyzing issue patterns and resolution effectiveness. Collaborated with stakeholders to align operational performance with business objectives. Clearly articulated goals, action plans, and insights to clients, leadership, and team members.
Education
MSc – Data Science & Analytics (Pursuing) - IGNOU University
- · Afghanistan
PGCM – Business Analytics - MIT School of Distance Education
- · Afghanistan
Bachelor of Arts
- · Afghanistan
Diploma in Practical Nursing
- · Afghanistan
