Hi, I’m Renaaz Hussain, a quality-focused professional with extensive experience in call center quality assurance, performance analysis, and process optimization. I have led QA initiatives in major BPO environments and, since August 2023, I have been working as a freelance QA specialist, delivering evaluation programs, coaching, and actionable insights across multiple projects. I excel at turning data into improvements and enjoy helping teams raise performance through constructive feedback and training. I am a fast learner, self-motivated, and comfortable working across teams and time zones. My strengths include effective communication, presentation, coordination, and a logical, analytical approach to problem solving. I thrive in dynamic environments and am committed to delivering quality work and continuous process improvements.

Renaaz Hussain

Hi, I’m Renaaz Hussain, a quality-focused professional with extensive experience in call center quality assurance, performance analysis, and process optimization. I have led QA initiatives in major BPO environments and, since August 2023, I have been working as a freelance QA specialist, delivering evaluation programs, coaching, and actionable insights across multiple projects. I excel at turning data into improvements and enjoy helping teams raise performance through constructive feedback and training. I am a fast learner, self-motivated, and comfortable working across teams and time zones. My strengths include effective communication, presentation, coordination, and a logical, analytical approach to problem solving. I thrive in dynamic environments and am committed to delivering quality work and continuous process improvements.

Available to hire

Hi, I’m Renaaz Hussain, a quality-focused professional with extensive experience in call center quality assurance, performance analysis, and process optimization. I have led QA initiatives in major BPO environments and, since August 2023, I have been working as a freelance QA specialist, delivering evaluation programs, coaching, and actionable insights across multiple projects. I excel at turning data into improvements and enjoy helping teams raise performance through constructive feedback and training.

I am a fast learner, self-motivated, and comfortable working across teams and time zones. My strengths include effective communication, presentation, coordination, and a logical, analytical approach to problem solving. I thrive in dynamic environments and am committed to delivering quality work and continuous process improvements.

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Language

English
Fluent
Tamil
Fluent
Sinhala, Sinhalese
Fluent

Work Experience

Freelance Quality Analyst at Self-Employed / Freelancer
August 1, 2023 - Present
Manage and execute multiple freelance assignments, ensuring timely delivery and adherence to project specifications.
Officer Service Quality Analyst at First Source Dialog Solution
September 1, 2012 - August 31, 2014
Maintain internal support and call center quality standards; review conversations; assess interactions; provide feedback; monitor KPIs; calibration and coaching; training; performance reporting.
Senior Executive Quality Analyst at Aegis Lanka Pvt. Ltd.
May 1, 2018 - September 30, 2020
Monitor and assess quality for email and phone support; develop evaluation programs; training and compliance; drive process improvements; generate reports; lead QA team.
SQRC Specialist II Quality Analyst at Uber Lanka Pvt Ltd
November 1, 2020 - August 31, 2023
Lead quality initiatives, monitor and evaluate customer interactions; calibrations; provide feedback to team leaders; deliver actionable data to internal/external groups; oversee training and coaching; drive efficiency and revenue growth.
Freelance Quality Analyst at Independent / Freelancer
August 1, 2023 - Present
Manage and execute multiple freelance assignments focused on quality-related tasks, ensuring timely delivery and adherence to project specifications. Provide QA evaluations, data-driven insights, and actionable recommendations to improve customer interactions and overall process efficiency in a freelance capacity.

Education

MacMillan Examination at Harrow International College
January 1, 2005 - January 1, 2005
G.C.E O/L (Cambridge) at Cambridge Examination
January 1, 2008 - January 1, 2008
IELTS at British Council
January 1, 2008 - January 1, 2008
MacMillan Examination at Harrow International College
January 1, 2005 - December 31, 2005
G.C.E O/L at Cambridge Examination
January 1, 2007 - December 31, 2007
Cambridge Examination G.C.E O/L at Cambridge Examination
January 1, 2008 - December 31, 2008
IELTS – 5.5 at British Council
January 1, 2008 - January 31, 2008

Qualifications

G.C.E O/L
January 1, 2007 - January 1, 2007
Diploma in Computer Hardware Engineering with Networking | Network Administration
January 11, 2030 - April 21, 2026
IELTS
January 1, 2008 - January 1, 2008
Contact Centre Operation management training for team leaders
January 11, 2030 - April 21, 2026
Diploma in Computer Hardware Engineering with Networking | Network Administration
January 1, 2008 - April 21, 2026
Contact Centre Operation management training for team leaders
January 11, 2030 - April 21, 2026

Industry Experience

Professional Services, Software & Internet, Telecommunications, Media & Entertainment, Other