Sarfaraj Khan

Senior Quality Analyst with 6+ years of experience in BPO operations, specializing in call auditing, quality assurance, team handling, and performance improvement. Hands-on experience in SAP SD Order Management, including order processing, billing, and inventory coordination. Proven ability to enhance customer experience, improve quality scores, and lead teams to achieve operational excellence.

Senior Quality Analyst | SAP SD Order Management at The WoodenStreet Furniture Pvt. Ltd. (2023-10 – 2026-04)

• Led and managed a team of quality analysts/agents, ensuring adherence to quality standards and KPIs
• Conducted call audits and quality evaluations to improve customer experience and compliance
• Delivered structured feedback, coaching, and mentoring sessions to enhance team performance
• Monitored team performance metrics, quality scores, and prepared dashboards/reports
• Conducted calibration sessions with operations and stakeholders to ensure scoring consistency
• Drove team performance improvement plans based on audit findings and RCA
• Performed order quality checks in SAP SD, validating customer data, pricing, and order accuracy
• Coordinated with warehouse and logistics teams to resolve order discrepancies
• Handled inventory assignment/unassignment, billing, invoicing, and IRN generation
• Identified process gaps and implemented improvements to enhance efficiency and reduce errors

Quality Analyst – Business Development at The WoodenStreet Furniture Pvt. Ltd. (2021-09 – 2023-09)

• Performed call monitoring, chat audits, and lead quality analysis
• Maintained agent scorecards and tracked daily/weekly performance metrics
• Conducted calibration sessions with operations and QA teams
• Provided coaching and feedback to improve productivity and service quality
• Prepared reports and dashboards using Excel

Quality Analyst – IndiaMART Process at Vkalp Outsourcing Pvt. Ltd. (2019-05 – 2021-09)

• Conducted quality audits and delivered feedback to improve agent performance
• Managed client escalations and ensured resolution within SLA timelines
• Identified process gaps and developed SOPs to reduce errors
• Participated in calibration sessions for consistent scoring
• Trained multiple batches of new hires on quality and process standards
• Created dashboards and reports for tracking KPIs

Process Associate – IndiaMART Process at Vkalp Outsourcing Pvt. Ltd. (2018-05 – 2019-04)

• Handled inbound and outbound calls for lead generation processes
• Managed non-voice (DNC) operations

Bachelor of Computer Applications in BCA

Senior Secondary in RBSE

Secondary in RBSE