Open to opportunities

Mohammad Irfan

@mohammadirfan7

I’m a Quality Assurance Manager who builds QA frameworks and drives process excellence across fintech and consumer tech.

India

Message

What I'm looking for

I’m looking to lead QA and process excellence—building audit-ready frameworks, owning SOP and compliance governance, and using data-driven Salesforce reporting to improve quality outcomes with strong cross-functional collaboration.

I’m a results-driven Quality Assurance Manager with 9+ years of experience designing and leading QA frameworks across fintech, e-commerce, and consumer tech. I focus on building quality programs from the ground up and turning audit findings into measurable performance gains.

What sets me apart is my ability to connect governance with execution. I lead end-to-end quality audits, manage compliance and SOP alignment, and use Salesforce-driven reporting to validate workflows, track QC performance, and surface root causes quickly.

In recent roles, I’ve owned QA framework design and reporting infrastructure, built and mentored QA teams of 10–20 analysts, and improved outcomes from below-average to best-in-class. Highlights include building a Loan Operations QA process from zero (45% to 92% within 6 months) and overhauling SOPs so 100% were audited and rewritten in 3 months.

I thrive in cross-functional environments, partnering with Operations, Credit, Product, and Engineering to resolve systemic quality issues and improve quality scores and business outcomes. I’m especially energized by process excellence—calibration, coaching, KPI design, and continuous improvement that stakeholders can trust.

Experience

Work history, roles, and key accomplishments

Sr. Quality Analyst

MPOWER Financing

Dec 2023 - Apr 2026 (2 years 4 months)

Owned quality governance across the full loan lifecycle, building and maintaining QA/QOB frameworks and ensuring 100% SOP alignment at touchpoints. Built Salesforce reporting (100+ custom reports) and performed audits and data validation, improving agent quality from 45% to 92% within 6 months.

Quality Assurance QA QOB Frameworks Compliance Management Audit Management process excellence Root Cause Analysis Salesforce Reporting Salesforce CRM Data Validation Customer Experience (CX)Prompt Engineering ChatGpt Claude

Quality Assurance Manager

Zest Money

May 2022 - Oct 2022 (5 months)

Led QA for the Customer Success team, overseeing Lean Six Sigma internal process standards, vendor quality, and cross-team compliance. Evaluated and restructured internal quality procedures, hired and developed QA staff, and delivered weekly data-driven reports to leadership.

Quality Assurance Management Process Governance Vendor Quality Management & Compliance team development Training & Coaching Data Analysis Reporting Stakeholder Management

Head – Quality and Training

Trell

Oct 2021 - Mar 2022 (5 months)

Directed quality and training operations for a social commerce contact center across voice and email channels. Improved call quality through calibration and targeted coaching, built onboarding and skill-check frameworks, and led a quality team through continuous improvement.

Quality Management Contact Center Quality Coaching Risk Mitigation Business Continuity Training Infrastructure Skill Check Frameworks Team Leadership Performance Goals Continuous Improvement

Sr. Quality Analyst, Customer Success

Swiggy (Bundl Technologies)

Oct 2018 - Oct 2021 (3 years)

Supported quality operations for a large-scale food delivery platform during rapid growth. Conducted structured training for 15+ team members, executed quarterly performance reviews, and drove quality improvements through audit cycles while maintaining quality and reliability standards.

Quality Assurance team training Performance Management Quality Improvement & Compliance

Sr. Quality Analyst

Aegis India Pvt. Ltd.

Dec 2015 - Oct 2018 (2 years 10 months)

Managed day-to-day quality operations in a large-scale BPO environment, leading a 20+ member QA team to meet organizational quality targets. Conducted regular training sessions to improve analysts’ confidence, product knowledge, and communication proficiency while building a high-performance team culture.

Quality Assurance Operations Team Management Talent Development Training Coaching Quality & Compliance