Open to opportunities

Ali Abbas Dilawar

@aliabbasdilawar

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I improve complaint resolution, quality audits, and frontline coaching across fintech and contact centre operations.

United Arab Emirates

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What I'm looking for

I'm seeking a formal team leadership role in quality and complaints, where I can lead coaching, escalations, QA frameworks, and corrective actions to improve customer experience, compliance, and frontline performance.

I've supported TikTok Trust & Safety at Teleperformance, owning 200+ monthly quality audits and identifying critical service-delivery gaps that improved team quality scores.

I investigate recurring complaints and service failures through root cause analysis, turn findings into corrective action plans, and build QA frameworks and calibration processes that strengthen compliance, CSAT, and FCR.

At Revolut via Mindbridge, I resolved 100+ complex account, transaction, fraud, and verification cases monthly while maintaining 96%+ CSAT and strict data-privacy standards.

I'm building toward a formal quality and complaints leadership role through hands-on coaching, new-joiner onboarding, case-quality reviews, and cross-functional escalation management.

Experience

Work history, roles, and key accomplishments

Quality Assurance Analyst

Teleperformance LLC

Nov 2024 - May 2026 (1 year 6 months)

Owned quality audits on 200+ customer interactions monthly, conducted root cause analysis, and delivered coaching to improve compliance and service standards.

Quality Assurance Audit Root Cause Analysis Coaching CRM CSAT FCR Data Analysis