Tanzeel Hasan
Quality Auditor @WyzMindz Solutions Pvt. Ltd.
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WORK HISTORY
Quality Auditor @WyzMindz Solutions Pvt. Ltd.
Noida, IN
Responsible for monitoring and evaluating customer interactions to ensure high service standards and compliance with company policies. Conduct regular audits of calls and chats to assess quality, accuracy, and adherence to Standard Operating Procedures (SOPs).Analyze performance data, identify improvement areas, and provide actionable feedback to support team development and enhance overall customer experience. Maintain detailed audit records, prepare quality reports, and ensure timely data uploads and documentation.Work closely with operations and training teams to highlight trends, recommend process improvements, and drive service excellence.
EDUCATION
University of Allahabad
Bachelor of Commerce - BCom, Business/Commerce, General
United University
Master of Business Administration - MBA, Management
United University
Master of Business Administration - MBA, Business and Personal/Financial Services Marketing Operations
ABOUT TANZEEL HASAN
Quality Analyst with 3+ years of experience in BPO and customer support operations, specializing in quality monitoring, call quality audits, internal audits, calibration sessions, and SOP compliance. Proven expertise in conducting high-volume call audits with 90%+ audit accuracy, performing Root Cause Analysis (RCA), and driving measurable improvements in CSAT, FCR, SLA adherence, and overall service quality.Strong experience in agent performance evaluation, coaching and feedback delivery, Training Needs Identification (TNI), escalation analysis, and corrective action planning, contributing to reduced customer escalations and repeat errors. Hands-on knowledge of voice, chat, and case audits, quality scorecard management, and quality framework enhancement.Highly skilled in MS Excel (Pivot Tables, VLOOKUP, dashboards, MIS reporting) and Google Sheets for quality reporting and trend analysis. Proficient in using Quality Monitoring Tools, Call Audit Systems.Let’s connect if you’d like to discuss quality assurance, process improvement, or data-driven decision-making!
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