Tajamul Islam

Results-driven Operations, Training & Quality Leader with 7.5+ years of experience in ITES, Quality Assurance, Learning & Development, and Operations Management. Proven expertise in leading high-performing teams, improving operational efficiency, driving quality excellence, and delivering measurable business outcomes. Strong background in stakeholder management, process optimization, performance management, data analytics, AI/LLM training operations, and continuous improvement.

Skilled at building scalable training programs, enhancing customer experience, ensuring SLA/KPI compliance, and leading organizational transformation initiatives.

Front Line Manager (FLM) (2024-11 – Present)

• Lead end-to-end Training, Quality, and Operations for multilingual teams.
• Manage team performance, productivity, and operational excellence across multiple programs.
• Monitor and achieve SLA, KPI, quality, and business performance targets.
• Drive continuous process improvement through data-driven quality initiatives.
• Conduct performance reviews, coaching sessions, and capability development programs.
• Collaborate with cross-functional stakeholders to align operational objectives.
• Ensure adherence to quality standards, audit requirements, and organizational policies.
• Analyze operational dashboards, identify trends, and implement corrective actions.
• Enhance customer experience through process optimization and quality interventions.
• Support business transformation, change management, and operational governance initiatives.

QTP Lead – Quality, Training & Policy (2024-01 – 2024-11)

• Led Quality, Training, and Policy operations across multiple business functions.
• Designed and implemented quality frameworks to improve operational performance.
• Developed training strategies, learning content, and competency development programs.
• Managed quality governance, policy compliance, and process standardization initiatives.
• Performed performance analysis and identified improvement opportunities through data insights.
• Established structured feedback mechanisms to enhance quality and training effectiveness.
• Implemented corrective and preventive action plans to improve operational accuracy.
• Led AI/LLM data annotation and quality evaluation projects while ensuring delivery excellence.
• Standardized evaluation methodologies and quality assessment processes.
• Partnered with stakeholders to drive continuous improvement and operational efficiency.

Process Trainer (2022-07 – 2024-11)

• Delivered end-to-end onboarding and process training for new hires.
• Designed training modules, learning materials, and knowledge management resources.
• Conducted classroom, virtual, and refresher training sessions.
• Evaluated trainee performance through assessments, certifications, and feedback.
• Monitored training effectiveness and implemented continuous learning improvements.
• Provided coaching and mentoring to enhance employee performance and productivity.
• Supported operational readiness for new process launches and business transitions.
• Identified skill gaps and developed targeted learning interventions.
• Collaborated with Quality and Operations teams to improve process adherence.
• Maintained training documentation and ensured compliance with organizational standards.

Subject Matter Expert (SME) (2020-01 – 2022-07)

• Provided process expertise and operational support for complex business scenarios.
• Resolved customer escalations while ensuring service quality and compliance.
• Supported quality improvement initiatives and process optimization activities.
• Conducted knowledge transfer sessions and mentored new team members.
• Assisted in process documentation, policy updates, and operational governance.
• Monitored key performance indicators and recommended performance improvements.
• Collaborated with Training and Quality teams to enhance operational effectiveness.
• Supported business transition projects and implementation of new processes.

Process Associate (2018-11 – 2020-01)

• Executed day-to-day operational activities while maintaining productivity and quality standards.
• Processed customer requests in compliance with established policies and procedures.
• Achieved individual SLA, KPI, accuracy, and productivity targets consistently.
• Maintained accurate documentation and ensured process compliance.
• Identified process improvement opportunities and supported implementation initiatives.
• Collaborated with internal teams to resolve operational issues efficiently.
• Delivered high-quality customer support while maintaining service excellence.
• Contributed to overall team performance through consistent operational delivery and adherence to quality standards.

Bachelor of Science (General) – Kashmir University (2017)