Fajrur Rahman
Quality Assurance Analyst
Summary
- Highly skilled and detail-oriented Quality Analyst with over six years of experience in the field.
- Possess in-depth knowledge of quality standards, methodologies, and best practices. Strong analytical and problem-solving abilities, allowing for the identification and resolution of quality issues to improve overall organizational performance.
- Self-motivated Quality Assurance Analyst with outstanding oral and written communication skills. Extensive knowledge in computer software development. Solid background performing quality assurance testing and consultative services for customers.
Overview
8
8
years of professional experience
Work History
Quality Assurance Analyst
Wipro
Kuala Lumpur
10.2023 - Current
- Mentored and coached team members on QA topics and strategies.
- Audited more than 1100+ calls since joining company
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Fixed identified issues to improve workflows.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Developed reports and materials for key stakeholders related to quality goals, progress and challenges.
- Adhered to standardized software quality assurance best practices, policies and processes.
- Leads calibration session with vendors to ensure consistency and alignment with Tiktok program goals, community standards and internal policies.
Independent Quality Assurance
Spencer Odgen
Singapore, Singapore
11.2019 - 07.2023
- Works within Meta Office as Independent Quality Auditor for Sales and Service Operations in APAC, focusing on Bahasa Indonesia, English, Malay markets.
- Audited more than 3840+ calls and 3000+ chats/emails since joining company
- Act as Quality POC for one of programs under Facebook Sales for Small Business Group, working closely with Quality Leaders in office to aggregate, prioritize, and report on top issues impacting decision accuracy for each market and vertical
- Leads calibration session with vendors to ensure consistency and alignment with Facebook program goals, community standards and internal policies.
- Establishing and refining internal and external Process Framework, developing and maintaining documentation on new processes or enhancement of Framework.
- As new Content Policies are being developed and prototyped, provides details to teams around impact of policy change on team's current work and surfaces gaps in knowledge, process, and technology between intent of Content Policy and how content review actually takes place
- Delivers just-in-time training to auditors on new or changing Content Policies as well as “refresher” training on existing Content Policy on as-needed basis
- Actively re-reviews decision accuracy audits to ensure consistency and alignment with community standards and internal policies
- Manages investigations of escalations of inaccurate decisions, to understand root cause(s), especially in cases where policies are new, content is ambiguous, or decision has outsized impact if incorrect
- Developed reports and materials for key stakeholders related to quality goals, progress and challenges.
- Adhered to standardized software quality assurance best practices, policies and processes.
Senior Executive Process
Cognizant
Kuala Lumpur
10.2018 - 05.2019
- Collecting and analyzing data to ensure information updated in database accurately
- To ensure that daily productivity and quality target achieved
- Provide timely reports to management and client on productivity and quality results and recommendations for improvements
- Handling over 140 outbound customer enquiries daily on Google Maps
- Coordinated multi-team process initialization, reducing associated redundancies and dependencies
- Leveraged automation tools and techniques to manage data, optimize workflow and increase efficiency
Quality Analyst
Mindpearl Group Sdn Bhd, Mindpearl Sdn. Bhd
Kuala Lumpur
02.2017 - 09.2018
- Perform quality inspections and audits on all events, providing individual feedback on regular basis to all team members; suggesting and following up on agreed performance improvement strategies
- Evaluate systems, analyses data, evaluate technology and establish quality control procedures
- Provide detailed quality feedback to Team Leaders and Trainers
- Provide timely reports to management and client on quality results and recommendations for improvements
- Acting team leader on duty as operationally required; assuming responsibility for supporting at team of CSSRs, providing technical support and handling escalated customers calls
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Administered 100+ calls monthly internal quality audits and assessed results to inform corrective action measures
Customer Service and Sales Representatives
Mindpearl Sdn. Bhd
Kuala Lumpur
07.2016 - 02.2017
- Handling 100+ inbound and outbound customer enquiries regard on airlines business which included organize customer travel itinerary, ticket pricing and additional services, for Malaysia Airlines
- Do cross selling regarding to change flight made new booking or assistance for purchase with flight partner and affiliates with Malaysia Airlines
- Provide any information related to Malaysia Airline product and airport information.
- Excellent communication skills, both verbal and written
- Worked flexible hours across night, weekend and holiday shifts
Education
BBA - Human Resources Management
International Islamic University Malaysia
Kuala Lumpur, Malaysia11.2015
Skills
Excellent communication and interpersonal skills, fostering strong relationships with colleagues, clients, and stakeholders
Strong analytical and problem-solving abilities, with focus on delivering innovative solutions
Proficient in [CRM/QMS] to streamline workflows and improve productivity
Exceptional time management and organizational skills, ensuring efficient project completion
Ability to work both independently and collaboratively, adapting to diverse team dynamics
Strong attention to detail and commitment to delivering high-quality work
Monitor Quality Control
Project Management
Quality Assurance
Critical thinking abilities
Root Cause Analysis
Accomplishments
- Developed detailed and well-received test plans, test cases and test scripts that became company standards.
- Collaborated with our vendors in the development of Language Calibration for all markets across APAC.
Additional Information
Rohan Sable
Global Quality Head
Wipro Singapore
Phone number: India +91 95952 35994
Singapore: +65 8502 3942
Raveen Kumar
APAC Regional Head Of Quality Ops
Wipro Singapore
Phone number: Singapore +65 8833 0384
Languages
English
Bilingual or Proficient (C2)
Indonesian
Bilingual or Proficient (C2)
Malay
Bilingual or Proficient (C2)
Arabic
Elementary (A2)
Interests
Sports
Music
Art
Timeline
Quality Assurance Analyst
Wipro
10.2023 - Current
Independent Quality Assurance
Spencer Odgen
11.2019 - 07.2023
Senior Executive Process
Cognizant
10.2018 - 05.2019
Quality Analyst
Mindpearl Group Sdn Bhd, Mindpearl Sdn. Bhd
02.2017 - 09.2018
Customer Service and Sales Representatives
Mindpearl Sdn. Bhd
07.2016 - 02.2017
BBA - Human Resources Management
International Islamic University Malaysia