Munazir Ali
@munazirali
Quality Analyst driving audit governance and calibration for compliant collections.
IndiaWhat I'm looking for
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
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.
Quality Analyst
Ienergizer It Services Pvt. Ltd.
Aug 2022 - Jun 2024 (1 year 10 months)
Promoted from Customer Support Executive to Quality Analyst within 4 months based on performance. Conducted structured voice/email audits for compliance and SOP adherence, led monthly quality sessions, and ran dip checks to validate audit impact and scoring consistency.
Customer Support Executive
Ienergizer It Services Pvt. Ltd.
Apr 2022 - Aug 2022 (4 months)
Managed inbound calls and email queries while meeting SLA adherence and quality targets. Consistently achieved CSAT, Resolution Rate (RR), and quality benchmarks and maintained process compliance and documentation standards.
Education
Degrees, certifications, and relevant coursework
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
Availability
Location
IndiaAuthorized to work in
Job categories
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