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Fiverr Pro
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Mobin R
@mobinrana331
Inde
Anglais, Hindi
À propos de moi
Expert Lead Quality Analyst & Operations Consultant
With over 8 years of experience in Quality Assurance and Process Improvement, I help businesses scale their operations through data-driven systems. I specialize in building quality structures from the ground up for SaaS and Fintech organizations.
My Core Expertise: I transform operational gaps into streamlined, high-performance workflows.
1> Workflow Automation
2> SLA & Metric Optimization
3> Data Visualization
4> Process Excellence
Compétences
Mobin R
hors ligne •
Temps de réponse moyen de 1 heure
Voir mes services
Succès client
I will design high performance support workflows and sla dashboards
Portfolio
Expérience professionnelle
Quality Lead – SAAS
SaaS • Temps plein
Jul 2024 - Present • 1 yr 10 mos
Key Achievement: Established the entire quality structure from the ground up, resulting in a 13% reduction in missed chats (down to 3%) and a 12% reduction in SLA violations. Expertise: Designed automated bot flows and ticket routing workflows while building Zoho CRM dashboards to monitor daily operational health.
Quality Lead – FINTECH
Fintech • Temps plein
Aug 2021 - Jun 2024 • 2 yrs 10 mos
Managed the Root Cause Analysis (RCA) Management Program to identify and resolve recurring service issues for a major fintech platform. Led a team of 5 analysts and collaborated with Freshworks to develop an AI-integrated bot assistant, significantly improving support response consistency. Winner of the Razorpay Hackathon 2023 for innovative operational solutions.
Senior Quality Analyst
SaaS • Temps plein
Jul 2018 - Aug 2021 • 3 yrs 1 mo
Key Achievement: Spearheaded process improvements for a high-volume marketplace, developing complaint logs and SOPs that streamlined issue resolution. Expertise: Monitored KPIs and implemented corrective actions to address operational bottlenecks in real-time.
