Mohd's CV
Profile summary
Accomplished quality analyst with 9 years of progressive experience in operational quality, risk management, and compliance operations across global marketplaces. Track record of directing operational quality, managing complex compliance investigations, and facilitating cross-functional calibration sessions to maintain platform integrity. Dedicated to delivering accurate risk assessments, maintaining strict regulatory compliance, and providing data-backed technical guidance to frontline teams.
Career highlights
Quality Assurance Operations: Executed quality audits across global marketplaces, ensuring 100% adherence to internal policies, regulatory compliance, and standardized SLAs.
Account Compliance Investigations: Directed account health support operations for cross-border business sellers, managing complex compliance investigations, policy enforcement, and onboarding verification workflows.
Customer Support Management: Directed customer support operations, guiding cross-functional teams to resolve complex technical issues across multiple communication channels within a global BPO environment.
Key skills
Professional experience
Reported to operations leadership while managing evaluation workflows across international markets. Directed quality standards for frontline teams, maintaining internal policies and regulatory compliance frameworks without deviation.
- Executed quality audits across global marketplaces, ensuring 100% adherence to internal policies, regulatory compliance, and standardized SLAs.
- Led regular calibration and alignment sessions across cross-functional teams to standardize evaluation criteria and resolve disputes.
- Provided structured performance coaching and data-backed technical guidance to frontline associates, building tailored development paths.
- Conducted deep-dive analysis using contact mining and operational data trends to isolate systemic root causes of process defects.
Directed account health support operations for cross-border business sellers, managing complex compliance investigations, policy enforcement, and onboarding verification workflows to maintain platform integrity.
- Conducted intensive live video verification interviews to authenticate account owners and prevent fraudulent platform access.
- Governed complex case investigations regarding compliance, intellectual property, and platform integrity violations.
- Evaluated policy violations using the Root Cause Method and coached partners on formulating detailed Plans of Action.
Managed high-value cases for the UK marketplace within Concession Abuse Prevention, maintaining accuracy in risk records and customer interactions.
- Executed high-stakes operational judgments by using geospatial tracking and data mapping tools.
- Verified legal documentation and affidavits to secure risk records for customer interactions.
Guided cross-functional teams within a global business process outsourcing environment to resolve complex technical issues across multiple communication channels.
- Executed premier troubleshooting protocols to resolve incoming inquiries and technical issues for international customers.
- Provided administrative assistance across multiple communication channels to maintain operational workflow efficiency in a BPO environment.
Education
Electronics & Communication Engineering
Electronics & Communication Engineering
Electronics & Communication Engineering
Languages
English · Professional
Hindi · Professional