Mohammad Rizwan Ibrahim profile photo 1 on Tal

Mohammad Rizwan Ibrahim

Quality & Operations Specialist | Lead QA Analyst | Process Improvement | Compliance Monitoring | Customer Experience | Team Leadership | Salesforce

Panvel

9+ years of work experience

Sutherland
Oct 20232 yrs 9 mosPresent

Navi Mumbai, Maharashtra, India

Sutherland
Jan 20212 yrs 10 mosOct 2023

India

Job Role : Quality Analyst - Risk management Ensures timely completion of monthly and quarterly mortgage servicing audits.
Sutherland Global Services Ltd
Jan 20215 yrs 6 mosPresent

Navi Mumbai, Maharashtra, India

· Lead QA Analyst with strong experience in Operational Risk Management within BPO environments, ensuring process adherence, quality compliance, and risk mitigation across voice, chat, and back-office operations. · Skilled in conducting Risk & Control Self-Assessments (RCSA) to identify operational, compliance, and data privacy risks, evaluate control effectiveness, and manage residual risk. · Proficient in applying FMEA (Failure Modes and Effects Analysis) to QA findings to proactively identify failure points, assess risk severity and occurrence, and recommend preventive controls. · Hands-on expertise in incident management, root cause analysis, and CAPA (Corrective and Preventive Action) to address repeat QA defects, audit observations, and client escalations. · Experienced in audit readiness, KRI monitoring, SOP governance, and stakeholder collaboration, translating quality insights into actionable risk reduction strategies. · Experienced QA for retail, mortgage and Healthcare vertical as well. · Improved QA scores · Reduced escalations · Increased CSAT · Improved compliance adherence · Reduced repeat contacts · Supported KPI achievement · Developed analytics strategies and identified root causes for efficiency gains. · Managed underwriting functions including risk assessment, income verification and LTV/DTI Calculations. · Proficient in using loan processing platforms such as Encompass to manage loan files from application to closing.
Teleperformance India
Mar 20191 yr 2 mosApr 2020

Mumbai Metropolitan Region

Mortgage Underwriter for Barclays Bank UK
SRL Diagnostics
Mar 201810 mosDec 2018

Mumbai, Maharashtra, India

SRL Diagnostics
Jun 20161 yr 10 mosMar 2018

Mumbai Metropolitan Region

Education

Bhavans College

Bachelor's degree, Statistics

Bhavans College

20133 yrs2016

Bsc

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Headline

Quality & Operations Specialist | Lead QA Analyst | Process Improvement | Compliance Monitoring | Customer Experience | Team Leadership | Salesforce

About

Results-driven Quality & Operations professional with expertise in BPO process excellence, quality assurance, compliance monitoring, customer experience enhancement, and operational performance improvement. Experienced in conducting audits, RCA analysis, KPI management, process calibration, and performance optimization to improve service quality and operational efficiency.

Location

Panvel

Work experience

Lead Quality Analyst at Sutherland, Oct 2023 - Present · 2 yrs 9 mos, Navi Mumbai, Maharashtra, India

Senior Associate Transaction Services at Sutherland, Jan 2021 - Oct 2023 · 2 yrs 10 mos, India, Job Role : Quality Analyst - Risk management Ensures timely completion of monthly and quarterly mortgage servicing audits.

Lead Quality Assurance Analyst at Sutherland Global Services Ltd, Jan 2021 - Present · 5 yrs 6 mos, Navi Mumbai, Maharashtra, India, · Lead QA Analyst with strong experience in Operational Risk Management within BPO environments, ensuring process adherence, quality compliance, and risk mitigation across voice, chat, and back-office operations. · Skilled in conducting Risk & Control Self-Assessments (RCSA) to identify operational, compliance, and data privacy risks, evaluate control effectiveness, and manage residual risk. · Proficient in applying FMEA (Failure Modes and Effects Analysis) to QA findings to proactively identify failure points, assess risk severity and occurrence, and recommend preventive controls. · Hands-on expertise in incident management, root cause analysis, and CAPA (Corrective and Preventive Action) to address repeat QA defects, audit observations, and client escalations. · Experienced in audit readiness, KRI monitoring, SOP governance, and stakeholder collaboration, translating quality insights into actionable risk reduction strategies. · Experienced QA for retail, mortgage and Healthcare vertical as well. · Improved QA scores · Reduced escalations · Increased CSAT · Improved compliance adherence · Reduced repeat contacts · Supported KPI achievement · Developed analytics strategies and identified root causes for efficiency gains. · Managed underwriting functions including risk assessment, income verification and LTV/DTI Calculations. · Proficient in using loan processing platforms such as Encompass to manage loan files from application to closing.

Senior Customer Service Executive at Teleperformance India, Mar 2019 - Apr 2020 · 1 yr 2 mos, Mumbai Metropolitan Region, Mortgage Underwriter for Barclays Bank UK

Center Manager at SRL Diagnostics, Mar 2018 - Dec 2018 · 10 mos, Mumbai, Maharashtra, India

Customer Care Officer at SRL Diagnostics, Jun 2016 - Mar 2018 · 1 yr 10 mos, Mumbai Metropolitan Region

Education

Bachelor's degree, Statistics, Bhavans College

Bsc