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Keivan Mostalami
Site Quality Manager
Essen
Summary
Experienced in BPO quality management, specializing in developing scalable quality strategies, conducting data-driven analysis, and implementing result-oriented planning. Site Quality Manager with a focus on enhancing processes and aligning them with customer standards. Previous roles in civil engineering have honed skills in project management, quality control, and reporting, consistently delivering impactful and strategic results.
Overview
17
17
years of professional experience
9
9
years of post-secondary education
3
3
Languages
Work History
Site Quality Manager
Telus International
08.2022 - Current
- Implement clear overall quality strategies with scalable processes/tools/systems that enable resource efficient monitoring of decisions and accuracy to ensure program standards are met on a weekly basis and a continuous positive trend line
- Manage and mentor 6 quality team managers and 100 Quality Analysts, as well as close collaboration with cross functional teams responsible for various workflows, quality channels and stakeholders
- Assess and prioritize key issues affecting teams across all decision paths
- Quantify business cases and engage cross-functional partners to change internal systems, processes, and policies to achieve better results
- Actively review quality KPIs to ensure consistency and alignment with customer standards and policies
- Manage investigations of escalations of inaccurate decisions to understand the root cause(s), particularly in cases where policies are new, the content is ambiguous, or an incorrect decision has an outsized impact
- Implemented robust documentation systems to track non-conformances, corrective actions, and preventative measures.
- Streamlined quality assurance processes for increased efficiency and reduced waste.
Quality Team Manager
Telus International
09.2020 - 07.2022
- Managing the quality of trust & safety and content moderation
- Managing the performance of 10 quality auditors and analysts
- Implement a standard documentation strategy that ensures qualitative and quantitative metrics for the success of each activity are defined
- Investigate and define clear business problems and prioritize solutions using data-driven analytics
- Sharing critical feedback and best practices with internal cross functional departments and the client
- Change-management strategies for smooth transitions on routine changes
- Providing partner companies with recommendations for redesigning existing processes
- Coordinated with shift management to establish clear expectations and complete daily quality assignments.
- Boosted productivity levels by optimizing workflows and reallocating resources as necessary to meet project deadlines.
- Led root cause analyses investigations following non-conformance incidents, implementing preventive measures to avoid future occurrences.
- Spearheaded training programs to upskill team members, enhancing their expertise in quality management systems.
Quality Analyst
Telus International
03.2018 - 08.2020
- Coaching, supporting, and training content moderators utilizing audit tools and systems
- Monitor market accuracy and performance by regular review and audit of the tasks performed by content moderators in real-time sequence
- Resolve ambiguities and confusions in contents and policies, and guide content moderators through sharing clarifications, coaching sessions, policy refreshers and recaps, and tests
- Proactively monitoring and raising trends and viral content as well as gaps and overlaps in policies to the local policy team and quality manager to clarify the pain points and error-drivers and find a solution for these cases to mitigate the future risks
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Weekly meetings with the client about market-specific trends and political and social events around the world that may impact our work
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
Content Moderator
Telus International
09.2017 - 02.2018
- Managing online content; ensuring and maintaining quality standards in accordance with guidelines
- Proactively analyzing and reporting new trends and viral malicious content to PTQ team; ensuring the safety of users and the platform
- Work closely with experts and auditors to discuss and clarify possible content and policy ambiguities
Student Assistant in Civil Engineering Department
Universität Duisburg-Essen
03.2013 - 04.2014
- Development and implementation of LUA programs to automatically generate images in lecture notes written in LaTeX
Technical Manager
Tehran Road Construction & Recycling Co.
10.2009 - 08.2011
- Managing employees and engineers, and cross functional departments coordination to align with business objectives, driving growth and innovation within the organization.
- Supervision and quality controlling of the materials and project progress
- Preparing and presenting weekly/ monthly/ annual technical and financial reports for the CEO and the clients on completion progress of the projects assuring meeting quality oriented targets and deadlines aligning with the client expectations and contractual agreements
- Detailed cost estimation and analysis of the road-construction projects
Civil Engineer and Construction Manager
Parsua Rah Development & Construction Co.
04.2008 - 09.2009
- Managing weekly, and monthly technical & financial reports on the completion progress of the projects; presenting to higher managements and the client
- Detailed cost estimation and analysis of the civil engineering projects
- Construction management in reinforcing and renovating of a steel structure building (had an area of 2500 square meters)
- Construction management of a steel structure mosque (had an area of 550 square meters)
Education
Master of Science - Computational Mechanics
Universität Duisburg-Essen
Essen 01.2012 - 01.2016
Bachelor of Engineering - Civil Engineering
Iran University of Science & Technology
Tehran, Iran 01.2003 - 01.2008
Skills
- Team Leadership & Management
- Quality Control & Management
- Performance Management
- Strategic Planning
- Data Analysis
- Staff scheduling
- MS-Word
- PowerPoint
- Excel
Interests
Chess
Painting
Psychology
Snooker
Timeline
Site Quality Manager
Telus International
08.2022 - Current
Quality Team Manager
Telus International
09.2020 - 07.2022
Quality Analyst
Telus International
03.2018 - 08.2020
Content Moderator
Telus International
09.2017 - 02.2018
Student Assistant in Civil Engineering Department
Universität Duisburg-Essen
03.2013 - 04.2014
Master of Science - Computational Mechanics
Universität Duisburg-Essen
01.2012 - 01.2016
Technical Manager
Tehran Road Construction & Recycling Co.
10.2009 - 08.2011
Civil Engineer and Construction Manager
Parsua Rah Development & Construction Co.
04.2008 - 09.2009
Bachelor of Engineering - Civil Engineering
Iran University of Science & Technology
01.2003 - 01.2008
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