Uzair J

Quality Assurance Analyst

United Bank Limited • Full-time

Feb 2024 - Present • 2 yrs 7 mos

Work History : Quality Assurance Analyst — Customer Experience & Operations United Bank Limited (Head Office) | 2025 – Present QA & Call Ethics Audits: Conducted rigorous quality assurance audits on inbound customer interactions, ensuring strict compliance with call ethics, operational parameters, and quality benchmarks. Risk Monitoring & Compliance: Evaluated risk monitoring assessments to maintain audit accuracy, policy adherence, and internal control guidelines. Salesforce UAT Testing: Collaborated with team leadership on Salesforce User Acceptance Testing (UAT), validating workflows, testing parameters, and identifying functional gaps prior to system deployment. Training & Onboarding: Designed and delivered structured training sessions on call norms, QA metrics, and system standards for incoming team batches Customer Care Officer — Priority & Signature Banking United Bank Limited (Head Office) | Feb 2024 – 2025 High-Net-Worth Client Management: Managed inbound support and complex queries for high-net-worth Priority & Signature Banking clients with high satisfaction scores. Grievance & Conflict Resolution: Resolved high-priority customer complaints and transactional issues within strict SLAs and regulatory frameworks. Key Achievements & Highlights: System Deployment Success: Actively contributed to Salesforce UAT testing, ensuring smooth workflow deployment and zero-defect system transitions Quality & Training Leadership: Successfully onboarded and trained new CCO batches on Call Norms & Ethics, boosting overall team quality compliance. High-Net-Worth Portfolio Support: Maintained top-tier quality scores while handling high-volume inbound interactions for premium banking segments. Process Gap Identification: Regularly analyzed QA evaluation data to spot recurring performance gaps and delivered actionable feedback to operational leads.