Mubina B.
Senior Quality Assurance Analyst
Actively lookingNew to PlatformAbout
Mubina B. is a highly experienced Senior Quality Assurance Analyst and ORM Specialist with over five years of expertise in the banking, legal-tech, and customer operations sectors. Based in Chennai, India, she is adept at conducting quality audits in a multi-client B2B environment, ensuring rigorous compliance and reducing recurring issues through structured Root Cause Analysis (RCA) and Corrective and Preventive Action (CAPA) plans. Mubina excels in applying Lean Six Sigma methodologies to re-engineer workflows, enhance operational efficiency, and drive continuous improvement, ultimately strengthening KPI performance and customer satisfaction. With a focus on online reputation management, she safeguards brand perception while balancing risk and compliance priorities. Currently pursuing an MBA in Logistics & Supply Chain Management, Mubina brings a strategic and process-driven approach to her leadership in quality and operations.
Experience
Senior Quality Analyst & ORM Specialist
Vakilsearch · 2023 — PresentConduct quality audits for service interactions within a multi-client B2B setting, ensuring compliance with process guidelines while tracking key performance indicators (KPIs). Lead Root Cause Analysis (RCA) on escalations and collaborate with stakeholders to implement corrective and preventive action (CAPA) plans. Drive continuous improvement through the re-engineering of workflows and optimization of processes. Monitor digital platforms to execute Online Reputation Management (ORM) strategies that protect brand perception. Provide structured coaching and training to team members, enhancing service quality scores and team performance. Collaborate with senior leadership to analyze audit findings and KPI insights for informed decision-making.Team Leader
Vakilsearch · 2022 — 2023Supervise daily operations for frontline teams, ensuring task completion within defined turnaround times (TAT) while maintaining workflow efficiency. Monitor KPIs and perform regular performance assessments to promote productivity and accountability within the team. Handle booking support, validate documentation, and track milestones; resolve escalations while adhering to quality benchmarks and service standards.Senior Customer Executive
Vakilsearch · 2021 — 2022Manage customer interactions in a legal services environment, upholding high service quality standards and ensuring customer satisfaction. Address complex queries and escalations within defined service level agreement (SLA) timelines, reducing repeat contacts. Facilitate the end-to-end execution of legal service processes for a consistent customer experience.Virtual Relationship Manager – NRI Services
Yes Bank · 2019 — 2020Oversee a portfolio of NRI customer relationships remotely, providing account services and efficiently resolving queries through calls, email, and online channels. Promote banking products to existing customers to drive portfolio growth while ensuring a seamless digital experience. Enhance customer satisfaction and retention through personalized support across multiple channels while adhering to compliance and service quality standards.
Skills & Expertise
Education
- MBA in Logistics & Supply Chain ManagementUniversity of Madras · 2026 — 2027
- Bachelor of Commerce (General)Apollo Arts & Science College · 2016 — 2019
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