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Munazir AliMA
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Munazir Ali

@munazirali

Quality Analyst driving audit governance and calibration for compliant collections.

India
Message

What I'm looking for

I’m looking for a Quality Assurance role where I can strengthen audit governance, calibration, and compliance monitoring—using dashboards, RCA, and coaching—to drive measurable performance improvements in high-volume operations.

I’m a Quality Analyst with 3.5+ years of experience across financial services, collections, and gaming operations. I handle QA for voice and email interactions, run 10–15 daily quality audits, and lead calibration sessions to maintain 95–98% scoring alignment.

I focus on compliance monitoring and performance improvement through dip checks, structured feedback delivery, and root cause analysis (RCA). I also design weekly and monthly dashboards for trend tracking and coach agents with post-shift briefings, including a fast-track promotion from Customer Support Executive to Quality Analyst within 4 months.

Experience

Work history, roles, and key accomplishments

BL
Current

Quality Analyst

Bill Gosling Outsourcing India Private Limited

Jul 2024 - Present (1 year 11 months)

Handled QA for Dream11 (Jul 2024–May 2025) and transitioned to Sunlight Financial collections (May 2025–present). Conduct 10–15 daily voice/email audits, lead calibration achieving 95–98% scoring alignment, and monitor compliance and performance across 7–28 agents.

Education

Degrees, certifications, and relevant coursework

Mahatma Jyotiba Phule Rohilkhand University logoMU

Mahatma Jyotiba Phule Rohilkhand University

Bachelor of Science (B.Sc.), Zoology

Completed a Bachelor of Science (B.Sc.) degree in Zoology at Mahatma Jyotiba Phule Rohilkhand University (2023).

Tech stack

Software and tools used professionally

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