Quality Assurance Analyst – IQE (Indipendent Quality Evaluator) at WiPro (2025-04 – Present)
- Conduct independent quality evaluations to ensure compliance with client standards, internal policies, and regulatory requirements.
- Review and assess outputs, processes, and decision accuracy against defined quality metrics and guidelines.
- Perform data analysis on GenAI outputs to evaluate quality, accuracy, and consistency, ensuring adherence to predefined standards.
- Apply quality assurance methodologies to identify patterns, anomalies, and areas for model improvement.
- Identify quality gaps, trends, and root causes, providing structured feedback and actionable recommendations.
- Collaborate with cross-functional teams to deliver structured insights and support continuous improvement of AI models and workflows.
- Serve as Point of Contact (POC) for Regional Specialist Calibrations, coordinating calibration sessions across teams, aligning on quality standards, and ensuring consistency in evaluation criteria and scoring methodologies.
- Prepare detailed evaluation reports and contribute to quality performance tracking and audits.
- Ensure high standards of accuracy, integrity, and objectivity in all quality assessments.
Operations Investigations Specialist (Trust & Safety Team) at Airbnb (2024-05 – 2025-04)
- Responsible for safeguarding the platform's integrity by investigating escalated user cases related to safety, compliance, and policy violations.
- Collaborate closely with legal, public policy, and product teams to address complex issues and escalate cases efficiently, ensuring that all actions adhere to Airbnb's standards.
- Use data-driven insights to identify patterns and propose process improvements, driving the development of more efficient workflows in the team.
- Manage sensitive cases involving potential legal rights infringements and user safety, ensuring thorough documentation and resolution in accordance with internal guidelines.
Risk Subject Matter Expert (SME) at Accenture for Meta (2022-03 – 2023-11)
- Acted as the primary point of contact for handling escalated cases in the risk and payment space, focusing on issues related to policy enforcement and high-value cases across Meta's platform.
- Coordinated with global teams to ensure consistency in addressing complex cases, from platform integrity concerns to compliance with advertising and intellectual property policies.
- Analyzed case trends and feedback to refine procedures and offer actionable insights to improve overall policy enforcement across the platform.
- Delivered global training to internal teams, ensuring alignment on Meta's guidelines and standard operating procedures (SOPs).
Risk Analyst/Agent (Platform Experience New Associate) at Accenture for Meta (2021-03 – 2022-03)
- Managed risk-related escalations, ensuring platform compliance with Meta's community standards, intellectual property regulations, and safety guidelines.
- Provided day-to-day support within a fast-paced environment, meeting daily and monthly targets for case resolution while ensuring high-quality standards.
- Collaborated with cross-functional teams to address complex cases, ensuring efficient resolution through effective communication and adherence to best practices.
- Contributed to refining workflows and improving team efficiency in handling a variety of risk-related cases.
Cabin Crew at Ryanair (2019-06 – 2020-05)
- Ensured passenger safety and comfort, providing special attention to those with specific needs, including elderly and disabled passengers.
- Demonstrated emergency procedures and safety equipment usage, ensuring all passengers understood and followed safety protocols.
- Managed in-flight emergencies and ensured smooth flight operations, maintaining effective communication with the crew and operational teams.
