Travel, Chess, Data Science, Documentaries, Psychology
Aligulu Aliyev
Quality Manager
Summary
Dynamic Quality Manager at Telus Digital with a proven track record in enhancing quality management systems and driving customer satisfaction. Expert in regulatory compliance and problem-solving, I successfully improved processes, mentored teams, and implemented training programs, resulting in increased efficiency and adherence to quality standards.
Overview
7
7
years of professional experience
1
1
Certification
4
4
Languages
Work History
Quality Manager
Telus Digital
05.2025 - Current
- Provided training to employees on best practices in quality management, fostering a culture of excellence within the organization.
- Managed and archived quality documentation and participated in internal and external quality audits.
- Updated quality control standards, methods, and procedures to meet compliance requirements.
- Improved quality processes for increased efficiency and effectiveness.
- Increased efficiency of the QMS by regularly reviewing procedures and making updates based on changing business needs or industry advancements.
- Increased customer satisfaction through adherence to quality standards and customer requirements.
- Managed root cause analysis investigations, determining underlying issues in product failures and implementing corrective actions as necessary.
- Mentored junior staff members in quality management principles, fostering professional growth among team members.
Quality and Support Analsyt
Telus International
12.2020 - 05.2025
- Improved customer satisfaction by promptly addressing and resolving support issues.
- Increased efficiency of problem-solving by implementing automated diagnostics tools for common issues.
- Implemented process improvements that resulted in reduced ticket resolution times and increased first-call resolution rates.
- Developed comprehensive documentation to facilitate knowledge sharing among team members.
- Established best practices for incident management, leading to improved response times and higher customer satisfaction levels.
- Assisted with the development of internal tools designed to streamline support workflows and enhance overall productivity.
Customer Service Subject Matter Expert
Telus International
06.2018 - 12.2020
- Analyzed customer feedback data to identify trends and opportunities for process improvement initiatives.
- Mentored new hires, providing guidance on best practices, company policies, and exceptional customer service techniques.
- Actively participated in interdepartmental meetings, representing the voice of the customer service function while collaborating with other departments on strategic initiatives.
- Increased first-contact resolution rates through proactive problem-solving and clear communication strategies.
Education
Master of Science - Economy And Finance
Hochschule Rhine-Waal
Kleve 04.2001 -
Bachelor of Science - Banking And Finance
Azerbaijan State Economic University
Baku 04.2001 -
Skills
Quality management systems
Certification
SAP Certified Application Associate - Business Process Integration with SAP ERP 6.0 EhP7
Interests
• Travel, Chess, Data Science, Documentaries, Psychology
An avid traveler and chess enthusiast, I thrive on strategic thinking and cultural exploration. My analytical side shines in data science, where I turn raw data into actionable insights, complemented by a keen interest in psychology and documentary storytelling.
Timeline
Quality Manager
Telus Digital
05.2025 - Current
Quality and Support Analsyt
Telus International
12.2020 - 05.2025
SAP Certified Application Associate - Business Process Integration with SAP ERP 6.0 EhP7
10-2018
Customer Service Subject Matter Expert
Telus International
06.2018 - 12.2020
Master of Science - Economy And Finance
Hochschule Rhine-Waal
04.2001 -
Bachelor of Science - Banking And Finance
Azerbaijan State Economic University
04.2001 -
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