Yaqub Khan Email & Phone Number

Bengaluru, Ka, In

Bengaluru, Karnataka, India

Leading the charge in ensuring exceptional quality at [24].ai (India, Latam, and Philippines)Driving continuous improvement through robust quality assurance processes, data-driven insights, and a strong focus on customer satisfaction. Collaborating with cross-functional teams to deliver innovative solutions that meet the highest standards of quality and reliability.Key Responsibilities:• Develop and implement comprehensive quality assurance strategies and frameworks.• Analyze performance metrics and identify areas for improvement.• Conduct regular quality audits and assessments.• Collaborate with development teams to ensure adherence to quality standards.• Drive a culture of quality and continuous learning.• Develop strong relationships with stakeholders to ensure alignment on quality goals.

Bengaluru, Karnataka, India

Defining quality standards and metrics for the program Working with all stake holders to ensure that the quality metrics is reviewed, closed and agreed upon Make the QA team aware of the Quality matrix and resolve all the queries Creating list of milestones and checkpoints and set measurable criteria to check the quality on timely basisIdentifying and managing continuous improvement projects end-to-end Ensuring all development tasks meet quality criteria through Internal audits, statistical analysis, and QA testing Standardizing process and optimization of workflow while focusing on Automation to reduce redundancy Setting up goals and objectives for QAs Motivating team for achieving continuous Improvement

Bengaluru, Karnataka, India

Mentoring and leading a team of QAsDefining quality standards and metrics for the current project/processWorking with all stakeholders to ensure that the quality metrics are reviewed, closed, and agreed uponCreate a list of checkpoints and set measureable criteria’s to check the quality and compliance on timely basisFinding and arranging behavioral , functional, non-functional training needs for the teamMaintaining cordial relationships between cross functional teamsTailored reporting of all QA activities for targeted audience

Bengaluru Area, India

IC Role - Responsibilities included: Conducting policy and compliance audits, which will include liaising with internal and external auditorsDesigning and implementing an overall risk management process for the organisation, which includes an analysis of the financial impact on the company/Process when risks occurPerforming a risk assessment: Analysing current risks and identifying potential risks that are affecting the company/ProcessPerforming a risk evaluation: Evaluating the company’s previous handling of risks, and comparing potential risks with criteria set out by the company such as costs and legal requirementsEstablishing the level of risk the company is willing to takeRisk reporting tailored to the relevant audienceCreating business continuity plans to limit risksReviewing any new major contracts or internal business proposalsBuilding risk awareness amongst staff by providing support and training within the company

Bengaluru Area, India

My responsibilities as a Senior Quality Analyst includes: Performing transaction audits basis process and company compliance guidelines to ensure smooth flow of operations by curbing down potential risks and fraudulent activitiesIdentifying process gaps and providing suggestions via TNI for process improvementCoaching and Mentoring front-line staff to deliver exceptional service and achieve program goalsAssisting in process improvement and risk mitigation projectsDeploying control measures post conducting risk assessments and communicating it via FMEAUpdating Sop's and streamlining process across all functional units

Bengaluru Area, India

Responsibilities included: Evaluate chat interactions either recorded live or side-by-side while communicating feedbackEncouraged good practices and discouraged bad onesIdentified chats failing to meet predefined standards and identified the problemImplemented agent training and coaching initiativesUnderstood the priority of the organization and evaluated call/chat behaviors for regulatory compliance cross-selling and adherence to policyProvided customer feedback and internal compliance feedback to managementConducting and leading both internal and external calibration sessions

Bangalore

Managed Customer queries for an Australian telecom processHandled inbound customer chat conversationsAsked open-ended questions to determine which products or services would be best fit for customer's needsRemedied issues quickly and within parameters of company-mandated policies and proceduresDocumented all customer information accurately in computer system, providing dated notes for future reference

My responsibilities included preparing a travel itinerary for the clients based on their tour packages. Managing service requests and make necessary bookings.Preparing a paging board for their arrival at the destination and transfer arrangements.

Bachelor Of Arts - Ba, English Language And Literature, General, First Division

Activities and Societies: Student Council President, Debates, Class Representative, MentorEnglish Literature, Journalism, and Psychology

Bachelor Of Commerce - Bcom, Business/Commerce, General, First Division

Activities and Societies: Debate Boxing

High School Diploma, Computer Science

Pre-university college

High School Diploma, First Class

Activities and Societies: Volleyball, Boxing, School Band