A.Rahman Munshi

Experience

• 

  TTEC

  Jun 2016 - Dec 2023

  1. Lead and manage a team of 15 FTEs, providing guidance, coaching, and support to ensure adherence to quality standards and objectives. Establish and enforce quality control measures and checkpoints throughout the product/service lifecycle, including inspections, audits, and testing protocols, to identify and address deviations from specifications and requirements. 2. Analyze QA processes and procedures, identifying opportunities for optimization and efficiency enhancements, and implementing corrective actions and preventive measures to enhance overall quality performance. 3. Monitor and evaluate QA metrics and key performance indicators (KPIs), such as defect rates, error trends, and customer feedback, to assess performance, identify areas for improvement, and drive corrective actions. 4. Provide training and professional development opportunities to QA team members, ensuring they possess the necessary skills, knowledge, and competencies to perform their roles effectively and contribute to quality objectives. 5. Prepare and present regular reports on QA performance, trends, and initiatives to senior management and stakeholders, communicating key findings, insights, and recommendations for improvement. 6. Foster a culture of continuous improvement within the QA team, encouraging feedback, innovation, and knowledge sharing, and leading initiatives to implement best practices and drive quality excellence. Show less 1. Work on some of the complex content creation & moderation queues for one of the leading US coupon websites. 2. Document current state processes and develop detailed process maps, flowcharts, and documentation to capture process steps, inputs, outputs, and dependencies. 3. Monitor process performance metrics and key performance indicators (KPIs) to assess process effectiveness, track progress, and identify areas for further optimization and enhancement. 4. Maintain accurate and up-to-date process documentation, including process maps, standard operating procedures (SOPs), work instructions, and training materials. 5. Provide training and guidance to stakeholders and process users on new processes, procedures, and tools, ensuring proper understanding and adoption of changes. 6. Analyze process-related data and metrics to identify trends, patterns, and insights, and use data-driven insights to inform process improvement decisions and actions. Show less

  • Quality Assurance Specialist (Team Leader)

    Jun 2019 - Dec 2023

  • Process Specialist

    Jun 2018 - May 2019

  • Senior Customer Care Representative

    Jun 2017 - May 2018

  • Customer Care Representative

    Jun 2016 - May 2017
• 

  Advantmed India LLP

  Dec 2023 - now

  Team Lead

  1. Lead and manage a team of 15-20 FTEs, providing guidance, coaching, and support to ensure optimal performance and productivity. 2. Oversee daily operations, including scheduling, task assignment, and workload prioritization, to effectively meet production goals and deadlines. 3. Identify opportunities for process optimization and efficiency enhancements, implementing strategies to streamline workflows and minimize waste. 4. Implement and enforce quality control measures to uphold standards of excellence and ensure consistent delivery of high-quality service. 5. Develop and implement performance metrics to track team and individual performance, conducting regular evaluations and providing constructive feedback for improvement.6. Facilitate training sessions and workshops to enhance team members' skills and competencies, fostering a culture of continuous learning and development. 7. Identify potential risks and implement mitigation strategies to minimize disruptions to operations and maintain business continuity. 8. Serve as a liaison between frontline staff and upper management, conveying operational updates, challenges, and recommendations for improvement. 9. Prepare and present regular reports on operational performance, including key metrics, trends, and actionable insights, to senior management. Show less