Israr Ansar Malik

As a Business Analyst in the Quality Analyst department, responsible for gathering and analyzing HR requirements across payroll, leave, recruitment, and performance management modules. Developed comprehensive BRDs, FRDs, and use cases to capture functional and non-functional needs. Created process flow diagrams and conducted gap analysis to optimize HR workflows and minimize manual efforts. Supported UAT by designing test scenarios, tracking defects, and validating HRMS functionality. Collaborated on data mapping and migration to ensure accurate and integrity-driven employee record transitions during system changes.

Deputy Manager – IT Led cross-functional collaboration to develop a technician mobile app optimizing job scheduling, route planning, and digital service reporting. Executed comprehensive process mapping of field service workflows, identifying inefficiencies and automating key tasks including attendance logging and job status updates. Oversaw integration with CRM, billing, and inventory systems to enable real-time job tracking and reporting. Directed User Acceptance Testing (UAT), incorporating user feedback to enhance functionality and UX. Managed renewal accounts, ensuring prompt renewals and fostering customer retention. Demonstrated strong leadership in driving digital transformation and operational excellence.

As an Operations Supervisor, you will oversee daily call center activities, ensuring agents fully understand and adhere to all operational objectives. You will identify and address operational challenges, propose actionable improvements, and monitor agent performance to maintain high service standards. Responsibilities include preparing detailed reports and conducting performance analyses to support continuous process enhancements. This role demands strong leadership, analytical skills, and a commitment to operational excellence within the call center environment.