Haroon Y.
Mid-Level Contact Centre Quality Assurance Auditor
Open to offersNew to PlatformAbout
Haroon Y. is an experienced Contact Centre Quality Auditor with a background spanning healthcare, BPO, technical services, and education management industries. At CureMD Healthcare, Haroon led EDI enrollment operations, managed insurer and clearinghouse projects, and drove improvements in electronic payment processes. Previously at Mindbridge, he audited Rider Support for a major food delivery platform, ensuring SOP compliance, conducting quality reporting, and delivering coaching and training to support high team standards. His expertise extends to process improvement, performance analytics, and quality auditing, underpinned by hands-on experience in workforce supervision across technical and hospital maintenance domains. He holds a Bachelor’s degree in Electrical Engineering and credentials in Project Management Professional and Lean Six Sigma Green Belt.
Experience
Lead, Claims & Operations
CureMD Healthcare · 2022 — PresentOversaw EDI enrollment operations with insurers, practices, and clearinghouses while managing transition projects to new clearinghouse platforms to maintain electronic transaction continuity. Handled EFT/direct deposit setup processes to improve reconciliation accuracy and payment turnaround. Maintained and standardized EDI documentation and approval flows to reduce enrollment cycle times.Auditor, Quality Assurance
Mindbridge · 2018 — 2021Contributed to the rollout of foodpanda Rider Support at Mindbridge. Audited Chat, Call & Email interactions for compliance with SOP and quality standards. Oversaw daily QA operations, including performance monitoring and reporting. Used data-driven insights for tracking team and individual outcomes, provided feedback to internal and Central teams, identified quality risks, coached underperforming agents, led calibration and SOP sessions, and delivered training for Rider Support batches while supervising BPO trainee performance.Assistant Manager, Repair & Maintenance
Arif Memorial Teaching Hospital · 2016 — 2017Directed campus-wide repair and maintenance activities, monitoring electrical, plumbing, air-conditioning, and workshop operations. Coordinated and supervised construction and renovation work, prepared maintenance status reports for management, and implemented business continuity plans in emergency scenarios such as server outages and power failures.Supervisor, Workforce
Marvis Technical Services · 2015 — 2015Supervised workforce allocation and scheduling across multiple sites, monitored daily progress to ensure timely and quality work completion, provided status and outcome updates to senior management, and coordinated site activities to address operational issues and sustain productivity.
Skills & Expertise
Education
- Bachelors Degree in Electrical EngineeringUniversity of South Asia · 2010 — 2014