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Nusrat Razzak

@nusratrazzak

Quality consultant at Infosys BPM strengthening quality governance and enabling right-first-time process implementation.

India

Message

At Infosys BPM Limited, I provide quality consulting and advisory support to strengthen Quality Management Systems and enable stable, predictable process performance. I assess quality and service delivery through audits, calibration, compliance reviews, and data analysis.

I use Root Cause Analysis, Failure Mode Effects Analysis, Lean, and Six Sigma principles to diagnose process risks and shape improvement solutions. I translate quality and process metrics into recommendations for stakeholders.

At Tech Mahindra, I led a team of 12 quality analysts and quality leaders across four customer service processes. Structured coaching, audits, and defect prevention strategies improved overall quality scores by 11–16% year over year; RCA and CAPA implementation reduced repeat defects by 18%.

Across quality roles at Capita India Pvt Ltd, Hinduja Global Solutions, Mphasis an HP company, Hutchinson 3 Global Services, and Oceans Connect, I worked on audits, calibration, coaching, training, and customer experience improvement. At Oceans Connect, I joined as an Advisor (CSE) and was promoted to Quality Coach through an IJP.

Experience

Work history, roles, and key accomplishments

Current

Senior Associate Consultant

Current

Infosys BPM Limited

Aug 2026 - Present (1 month)

Provide quality consulting and advisory support to engagements, strengthening Quality Management Systems and enabling stable process performance. Assess quality and service delivery through audits, calibration, and data analysis, and drive improvement initiatives.

Quality Consulting Quality Management Systems Quality Assurance Quality Audits Root Cause Analysis FMEA Lean Six Sigma Data Analysis Process Improvement Stakeholder Management

Assistant Manager - Quality

Tech Mahindra

Sep 2019 - Jan 2026 (6 years 4 months)

Led a team of 12 quality analysts and quality leaders, maintaining quality standards across 4 customer service processes. Developed training programs, conducted root cause analysis, and implemented corrective actions to reduce defects.

Quality Assurance Team Leadership Training Root Cause Analysis Corrective Actions Process Improvement Customer Experience NPS Calibration Stakeholder Management

Assistant Manager - Quality

Capita India Pvt Ltd

Aug 2016 - May 2019 (2 years 9 months)

Managed a span of 15 QAs across 2 different business scopes, ensuring timely task completion and accuracy. Coordinated quality assurance programs, introduced productivity tools, and conducted internal and external audits.

Quality Assurance Team Management ISO 9001 Audit Process Improvement Stakeholder Management Calibration

Sr. Quality Analyst

Hinduja Global Solutions

Sep 2015 - Aug 2016 (11 months)

Served as calibration SPOC between internal team and client quality team. Evaluated advisor performance through call audits, conducted data analysis for repeat calls and C-Sat, and provided training and refreshers.

Quality Assurance Calibration Call Auditing Data Analysis Training Customer Satisfaction

Sr. Quality Analyst

Mphasis an HP company

Feb 2013 - Aug 2015 (2 years 6 months)

Evaluated advisor performance for operations, attended calibration sessions with clients, and conducted data analysis for repeat calls, C-Sat, and NPS. Provided training and refreshers for advisors.

Quality Assurance Calibration Data Analysis Training Customer Satisfaction NPS

Quality Leader

Hutchinson 3 Global Services

Jan 2008 - Apr 2012 (4 years 3 months)

Evaluated advisor performance, conducted coaching sessions and call listening sessions, and attended calibration sessions. Liaised with trainers and provided feedback on process improvements.

Quality Assurance Coaching Calibration Process Improvement Performance Analysis

Quality Coach

Oceans Connect

Apr 2006 - Jan 2008 (1 year 9 months)

Started as an Advisor in outbound sales, selling products for UK clients, and won best advisor award. Promoted to Quality Coach, evaluating advisor performance, conducting coaching sessions, and attending calibration sessions.

Quality Assurance Coaching Sales Performance Monitoring Team Management