Aijazuddin Irfan

Resource Management:

• Currently managing a team of 22 QC operators for Crisp and measurement programs
• Ensures QC & Meta QC coverage is provided to both the programs across the following locales: AU, SG, PH,NZ, IN,GB,US, BD, PK, AE, and SA on Weekly and Monthly basis.
• Lead the certification process for incoming QC team members and have successfully onboarded 15 new QCers to date. This includes all aspects of the onboarding cycle, from identifying candidates & certification to providing training and deployment.

Workload Optimization:

• Develop and implement strategies for optimizing workload distribution across the QC team, considering individual skill sets and workflow priorities.
• Proactively identify and address potential bottlenecks in the QC team. (i.e. QC/MQC Backlog, Sampling discrepancies like over and under sampling, High Op win% of disputed cases etc)

Quality Audit:

• Defined Quality measurement process (error classification, RCA validation, metric drill down)
• Establish sampling structure by defining a sampling method & size and regularly monitoring and adjusting the strategy based on client requirements
• Deploy automated RCA (Deep Diver) drill down across workflows - to identify the root cause for the errors
• Relay feedback & coaching opportunities - Organizing regular training sessions and refreshers to address the specific error trends observed during RCAs and calibration sessions and to reinforce key concepts and address any knowledge gaps.
• Dashboard & reporting of error categories - Collaborated with BA / MIS teams & implemented dashboards to track team performance, quality control metrics and identify trends
• Bottom Quartile management: Identified Bottom 25% of the operators on a monthly basis based on the quality targets and provided them focused Training and mentoring support to improve the individual performance.
• Spot checks by Leads & Trolicy - Implemented routine spot checks to identify areas for improvement and implement corrective actions based on spot check findings
• Continuous learning & assessment: Basis the RCA,BQ management and Internal calibration sessions, real-time feedback and assessments were conducted for knowledge retention
• Implement Dispute resolution framework - Implemented a comprehensive dispute resolution framework encompassing clear guidelines, procedures, and designated roles to effectively manage and resolve disputes arising between the Operators and Qcers

Team Development:

• Foster a positive and collaborative team environment that encourages open communication and knowledge sharing.
• Mentor and guide Quality team members in their professional development.
• Recognize and reward team members for their contributions and achievements.

Innovation:

• Explore and implement innovative quality assurance methodologies and technologies, such as automation and Preventive controls etc.

End to End Evaluation Handling:

• Coordinating with PgMs on the eval objective and instruction
• Documenting the instructions and raising an eval request bug
• Monitor the eval closely wrt sanity of inputs keep a track of the WIP summary, flag corrections etc
• Summarise the eval and share the eval outcome on relevant mail to PgMs

New Issue class onboarding:

• Coordinate with PgM and Tools Poc to create a bug, updating the template with details etc Sharing sample issues with Tools for testing
• Follow up with Tools on testing and observations
• Get a new bug raised if something is broken and follow up on its fix
• HZ label creation & Solas master updation
• Work with MIS to include this queue and its metrics on dashboards

• Managed and Led a team of 35 for Google maps to maintain the level of highest quality
• Framed policies for pilot processes
• Trained new resources and made sure business requirements are met
• Liaison with US counterparts regarding policy and giving updates related to Hyderabad site
• Conducted training sessions and policy refreshers for the team on regular intervals
• Responsible for managing day-to-day operations of the team, including team support, scheduling, staffing and resource utilization
• Define action plans for both high and/or low performers, manage conflicts, up scale tech/soft skills & attrition

• Worked as Senior Process Executive at Google, (Onsite) Hyderabad for the project 'Integration of Google Maps GDO Locations' in HTO (Hi-Touch Operations) Domain
• Reviewing and analyzing user generated Mapping content
• Evaluate data sources & get them ingested onto Google Maps
• Meet and exceed productivity and quality goals
• Call with various US, GB, CA & AU clients (Map end users) and resolve the issue reported within 48 hours
• Conduct detailed root cause analysis of the escalations and prepare POA along with lead