Ershad Mammuad

Results-driven Senior Quality Analyst and Operations Leader with 10+ years of experience in BPO, banking, fintech, telecom, and social media operations. Proven track record in improving quality metrics, driving process excellence, coaching high-performing teams, and supporting enterprise clients including Unilever, YouTube, Wells Fargo, Bell, and Globe Telecom. Strong expertise in quality assurance frameworks, root cause analysis, performance calibration, stakeholder management, and customer experience optimization.

Process Lead - Quality Analyst at Capgemini – Unilever (2025-09 – Present)

• Conduct quality audits to ensure compliance with global standards
• Identify process gaps and recommend corrective action plans
• Partner with operations leaders to improve quality KPIs Provide actionable insights through performance trend analysis
• Support continuous improvement initiatives across business units

Senior Quality Analyst at TechMahindra – YouTube (Social Media X) (2021-11 – 2025-10)

• Led quality governance for content moderation operations
• Conducted calibration sessions to ensure scoring alignment
• Reduced recurring quality defects through structured feedback programs
• Provided performance analytics reports to stakeholders
• Coached QA team members to improve audit accuracy

Banker 2 / Customer Success Specialist at Wells Fargo Bank – Everyday Banking (2020-11 – 2021-10)

• Handled inbound banking inquiries with focus on customer retention
• Resolved complex financial concerns while ensuring regulatory compliance
• Maintained high CSAT and quality scores

Team Leader / Attendance Management / CSR at Quantrics Enterprises – Bell Prepaid (2017-09 – 2020-07)

• Managed a team of 15–20 agents
• Improved team QA scores through structured coaching
• Reduced absenteeism through proactive attendance monitoring
• Conducted performance reviews and development plans

Associate Team Leader / Quality Analyst at TechMahindra – Globe Telecom (Back Office) (2015-05 – 2017-09)

• Conducted quality audits and supported leadership in KPI management
• Implemented improvement initiatives using 7 Quality Tools
• Provided coaching to improve customer handling performance

Quality Assurance Analyst / CSR at TeleTech Holdings – DirecTV / Charter (2013-07 – 2015-05)

• Audited customer service calls for compliance and service quality
• Identified recurring service gaps and recommended improvements
• Delivered performance feedback to agents

BS in Nursing / Marketing – AMA Computer College (2004 – 2008)

BS in Nursing – Far Eastern University (2003 – 2004)

Secondary Education – La Salle College of Antipolo