Mohammed Irfan

Experience

• 

  Aegis Bpo Services Limited., (An Essar Enterprise)

  Jan 2007 - Nov 2012

  Monitoring Calls&Emails for Inbound and Outbound campaigns and provide feedback for continious improvement.Prepare Dashboards on Consultant performance, Customer Experience , Process Health Conduct Calibrations with Operations and Training team.Present Process health in Reviews with action plans. Handle a base of 1500 platinum customers with their requests, queries and complaints.

  • Quality Monitoring Specialist - Transaction and Business Monitoring

    Jul 2009 - Nov 2012

  • Customer Relationship Manager

    Jan 2007 - Jun 2009
• 

  Flipkart

  Nov 2012 - Nov 2016

   Manage a team of Team Leads, Escalation Leads and ensure expected quality of work is maintained. Responsible for providing voice of customers with necessary data, recommend and drive process improvement and coordinating with various stakeholders within the organization as needed to execute necessary action items. Develops the job performance standards and goals for Team Leads and Escalation Leads. Review and Track Team Lead's Performance and provide effective feedback for better performance. Driving changes in the current Process and policies while would benefit the Business with better customer experience. Frequent One on One / Skip level meeting to drive best performance. Compliance, Attrition, Training Development & Initiatives. Generate reports to monitor and improve team performance. Drive Team leads in achieving their set KRAs.  Regular participation in Call Calibrations. Show less Sharing business intelligence and business improvement ideas for suggesting/driving changes in process/policy/system.Performing trend analyzes, and identifying quality improvement opportunities.Review performance of Quality team (KRAs and KPIs) and actions initiated by the team to enhance process level performance.Ensuring adherence in providing RCA to Top level management on customer escalations with CA,PA for every NC identified by coordinating with various functions within the organization.Develops a training curriculum and personal development plan for the team. Coordinating with various departments for training needs as required in order to achieve goals and servicing standard by providing appropriate training to the Leads.Mapping voice of customers with necessary data, recommend and drive process improvement and coordinating with various stakeholders within the organization as needed to execute necessary action items. Show less

  • Assistant Manager - Transaction & Business Quality Monitoring, RCA and CAPA Team

    Jul 2015 - Nov 2016

  • Team Lead - Transaction and Business Quality Monitoring/ RCA and CAPA

    Nov 2012 - Sept 2015
• 

  Zoomcar

  Nov 2016 - Oct 2021

  Customer experience Metrics, Learning and Development, Business Growth. Quality Management and Training and development.

  • Senior Manager-Quality Management & Operations

    Apr 2020 - Oct 2021

  • Business Process excellence Manager

    Jul 2019 - Mar 2020

  • Quality and Training Manager

    Nov 2016 - Jun 2019
• 

  Meesho

  Oct 2021 - Jan 2024

  Head of Quality Management, Training & Process Excellence
• 

  EY

  Aug 2024 - now

  Delivery Excellence Leader | Global Managed Services