---
title: "Jaffer Khan - Process Analyst and Audit Specialist in Mumbai Metropolitan Region | Tal"
description: "Meet Jaffer Khan, Senior Manager – Quality, Training & CX Analytics | 18+ yrs in BPO, BFSI & E‑commerce | Power BI, SQL, Lean Six Sigma based in Mumbai Metropolitan Region."
image: "https://tal.club/meet/jaffer-khan/share-image"
---

# Jaffer Khan on Tal

## Headline

Senior Manager – Quality, Training & CX Analytics \| 18\+ yrs in BPO, BFSI & E‑commerce \| Power BI, SQL, Lean Six Sigma

## About

A seasoned Quality & Training leader managed MNC BPOs, BFSI and E‑commerce, specializing in CSAT/NPS improvement, speech analytics and process excellence\. Over the last few years, I have added Power BI, SQL and adding Business Analytics program from UpGrad to deepen my ability to translate customer data into actionable insights and automated dashboards for leadership\. I am now looking for senior roles where I can combine quality, training and analytics to improve customer experience and operational performance\. My strength lies in driving end\-to\-end quality frameworks, deep\-dive process diagnostics, and insight\-led interventions that consistently enhance CSAT, CSI, and NPS\. I also specialize in scalable designing training frameworks, performance coaching models, and competency\-based development programs that directly improve transactional quality and customer satisfaction metrics I’ve led training and quality transformation initiatives across E\-commerce, BFSI, Telecom, and IT support, ensuring strong governance while enabling agility and scalability\. A strong believer in “creating leaders and building thinking minds, with 12\+ years of experience leading large, distributed teams\. I bring a democratic, data\-driven leadership style focused on building capability, accountability, and continuous improvement\. I’m known for translating quality metrics into meaningful business actions that improve customer outcomes and operational efficiency\.

## Location

Mumbai Metropolitan Region

## Work experience

Process Analyst and Audit Specialist at LegalZoom, Jun 2024 \- Mar 2026 · 1 yr 10 mos, Mumbai, Creation and execution of standardized and recurring audit reports of India BPO operation • Creation and execution of a continual process improvement program complete with recurring updates to key partners and success measures • Creation and execution of functional health check reports with defined templates on a recurring cadence to identify strengths, opportunities and overall health of functions like data security, quality, productivity and culture • Ownership over root cause analysis reporting and oversight of remediation action plans on any major failure • Fostering of close cross functional relationships between key functions within the BPO as well as LegalZoom

Sr\. Manager Training & Quality at Conneqt Business Solutions Limited, Apr 2022 \- Jun 2024 · 2 yrs 3 mos, Mumbai Suburban, Maharashtra, India

Training And Quality Manager at Conneqt Business Solutions Limited, Dec 2019 \- Mar 2022 · 2 yrs 4 mos, Thane, Maharashtra, India

Quality Manager at Teleperformance, Aug 2019 \- Nov 2019 · 4 mos, Mumbai, Maharashtra, India

Asst\. Manager Quality at Teleperformance, Dec 2017 \- Nov 2019 · 2 yrs, Mumbai Area, India

Quality Manager at Tech Mahindra, Jun 2016 \- Jul 2017 · 1 yr 2 mos, Ahmadābād Area, India,  Leverage industry best practices and concepts to perform detailed process improvement studies as required across multiple processes to identify opportunities for services and productivity improvement  Manage, guide, instruct, direct and motivate a team of Quality professionals to achieve pinnacle in providing services and Quality to all internal / external customers  Owned to govern and implement the Customer Experience framework as per the client requirement and drive it across all the departments at the site\.  Owning to tNPS reporting and analysis and initiating process improvement based on the findings\.  Review of quality Audit plans, action plans, improvements plans\.  Coordinating with L&D team, operations, WFM and other delivery heads of the business unit  Identify top defects in the process and conduct root cause analysis of the top defects identified and track action plan\.  Conduct weekly and monthly reviews with the client including all the BU heads and drive actionable\.  Run process improvement – Quality, L&D and Operation initiated projects – Service Improvement Plans \(SIP\) and Continuous Improvement Plans \(CIPs\) for process/ service improvement\.  Provide regular and periodic inputs to the client for process and technology related gaps  Analysis of utilization, efficiency and available data for the process  Provide Training and quality support, development of metrics and dashboards in line with customer requirements  Accurately capture SLA/SLO Metrics, the reporting needs of each of the client and set up/customize processes to seamlessly meet client's expectation  Ensure Knowledge consistency through means like calibrations, Dip\-Checks, regular Knowledge Reference Tests and Detractor \(NPS\) Scrubbing etc\.

Sr\. Quality Consultant at CredR, Aug 2015 \- May 2016 · 10 mos, Andheri,  Responsible for Quality System: Implementation, Maintenance and Improvements at the desk for Pre\-Sales, Co\-ordination and Post Sales teams\.  Successfully created and implemented the Transactional Monitoring forms for various teams in the company\.  Review of quality plans, activities, improvements plans  Coordinating with training, operations and other delivery heads of the business unit  Conduct root cause analysis of the top defects identified and track action plan\.  Conduct Regular Team Meetings to address quality related concerns & Best Practices  Prepared and rolled out the New Hire Training and conduct sessions on a periodic basis\.  Weekly/ Monthly reviews with the stakeholders\.  Analyze the data and publish the analysis so that appropriate decisions can be taken in a timely manner\.  Owned to Process setup as comply with business standards and strategies\.  Owned to Compliance governance QMS adherence\.

## Education

Bachelor of Commerce \- BCom, Accounting, Ravindra Vishwa Vidyapeeth

SSC, NA, Holy Family Day School

[View the original profile](https://tal.club/meet/jaffer-khan)

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