Open to opportunities

Shaik Firoz

@shaikfiroz

I lead quality operations that improve customer experience, compliance, and audit accuracy.

At Sutherland Global Services, I led 7–10 Quality Analysts across content moderation and trust and safety, managing audits, calibrations, quality reporting, escalations, and continuous-improvement actions across calls, email, chat, and cases.

Across Quess Corp and HRH Next Services, I've used RCA, Pareto, Fishbone, 5 Why, and 7 QC Tools to turn quality trends into coaching and process improvements—maintaining 98% audit accuracy, raising CSAT by 10%, and improving team performance by 15%.

Experience

Work history, roles, and key accomplishments

Lead Quality Assurance

Sutherland Global Services

Sep 2025 - Mar 2026 (6 months)

Led a team of 7-10 Quality Analysts, managing end-to-end quality operations for content moderation, trust, and safety. Conducted audits, calibration sessions, RCA, and provided data-driven recommendations to improve quality and compliance.

Quality Audits Root Cause Analysis 5 Whys Calibration Coaching Performance Management CSAT NPS Compliance SOP Adherence Quality Dashboard Cross Functional Collaboration

Quality Auditor

Quess Corp Limited

Nov 2021 - Aug 2025 (3 years 9 months)

Assessed client needs and delivered customized quality plans, monitored and evaluated customer service interactions for 50+ agents, and applied 7 QC Tools to identify process defects. Achieved 98% audit accuracy and maintained 100% audit coverage for high-risk fraud cases.

Quality Audits 7 QC Tools Pareto Analysis RCA 5 Whys Fishbone CSAT DSAT FCR AHT Coaching Calibration Excel

Quality Analyst

HRH Next Services Limited

Jan 2019 - Oct 2021 (2 years 9 months)

Analyzed customer feedback surveys and led a project to improve agent performance through targeted feedback, increasing CSAT by 10% and overall team performance by 15%. Monitored and evaluated interactions for 60+ agents across phone, email, and chat.

Quality Audits CSAT FCR AHT VOC Analysis Coaching Trend Analysis Excel

Education

Degrees, certifications, and relevant coursework

Matrusri Engineering College

Bachelor of Engineering, Electronics and Communication Engineering

2014 - 2018

Bachelor of Engineering in Electronics and Communication Engineering from Matrusri Engineering College, affiliated with Osmania University, completed from 2014 to 2018.