Acting Team Lead at Accenture Pvt. Ltd (2025-09 – Present)
Leading and managing operations team for Google client, conducting team huddles, allocating tasks, managing quality metrics, performing RCA documentation, and conducting coaching sessions.
- Currently leading and managing 20+ HC in operations team
- Conducting Team huddles and allocating the tasks to the agents based on their skill set and task priority
- Understanding the requirements of the clients and deploying the team to reach the targets within the deadlines
- Conducting Team engagement activities, one on one connects and coaching sessions with the agents to up-skill and manage their personal development goals
- Performing weekly and Monthly quality metrics of Queues and Agents and present in WBR, MBR and QBR for clients
- Performing RCA documentation on escalations and deploy actions to mitigate the similar error trend in upcoming submissions to the client
- Deeply investigating the most common reasons for quality dip in a queue/agent
- Conducting sessions for both the quality and operations team for disputes on disagreements observed in the audit process
- Implementing quality improvement actions based on problem area in the project
- Managing and monitoring shrinkage and attrition for all team members under supervision
Master Calibrator at Accenture Pvt. Ltd (2023-07 – 2025-09)
Performed audits on quality analyst samples, resolved disputes, identified policy grey areas, and conducted calibration sessions for process updates.
- Performed Audit on Audited samples performed by Quality analysts
- Resolving the disputes between Quality team and operations disconnects
- Identify Grey areas in policies and discuss with FTEs
- Collaborate with Trainers and Ops team to document new workflow process
- Conducting weekly calibration sessions to understand complex process updates
Geo Quality Analyst at Accenture Pvt. Ltd (2022-07 – 2023-07)
Audited and analysed content for policy violations, collaborated with trainers, monitored knowledge base updates, provided policy guidance, and spearheaded Business Listings analysis on Google Maps.
- Audited and analysed content rigorously, ensuring adherence to established guidelines and community policies
- Evaluated content for policy violations, applying comprehensive knowledge of Community Guideline policies to ensure compliance
- Collaborated effectively with trainers to clarify doubts and understand updates, facilitating informed decision-making within the team
- Maintained up-to-date knowledge of policy changes and recent updates by consistently monitoring the knowledge base
- Provided expert policy guidance and constant support to team members, enhancing overall team performance
- Initiated and implemented innovative ideas that improved team efficiency and fostered a positive work environment
- Actively pursued professional development through company learning platforms, enhancing skills and career trajectory
- Spearheaded the analysis, research, and correction of Business Listings on Google Maps based on user reports, significantly improving data accuracy
- Conducted comprehensive reviews of live website content, identifying and managing updates, deletions, and new content creation
- Identified critical process gaps, developed effective solutions, and implemented updates that drove significant efficiency improvements
- Monitored and reported the latest spamming trends to a specialist team, contributing to proactive content protection
- Stayed abreast of emerging streaming and technology trends across various platforms, ensuring relevant insights
- Partnered with the product development team to maintain and enhance the content management system
Subject Matter Expert at Accenture Pvt. Ltd (2021-07 – 2022-07)
Served as Subject Matter Expert providing guidance to team members, verified performance targets, reviewed escalations, mentored 50+ team members, and conducted training sessions for new onboardees.
- Serve as one of the Subject Matter Experts (SMEs) in the team, providing expertise and guidance to team members
- Verify the achievement of targets by team members on a daily, weekly, and monthly basis, ensuring they meet their performance objectives
- Review escalations reported by the quality team, specifically identifying escalations caused by team members, and ensuring the necessary corrective actions are taken to rectify errors
- Served as a mentor to over 50 plus team members, providing guidance, support, and knowledge transfer to facilitate their professional growth
- Conduct training sessions for newly on boarded team members, familiarizing them with the work processes and acting as their point of contact during the ramp up phase
- Coordinate team updates by setting up conference calls or meetings, effectively communicating important information and changes to the entire team
Content Reviewer at Accenture Pvt. Ltd (2020-03 – 2021-07)
Verified business legitimacy, facilitated verified business listings, handled user requests via email, and validated business authenticity through document examination.
- Verify the legitimacy of businesses and user intent in businesses, distinguishing between credible and questionable establishments to ensure accurate information
- Facilitate the process of getting verified businesses live on platform, ensuring their accurate representation and visibility, and providing users with reliable information
- Handle user requests and inquiries through email communication, specifically addressing issues related to businesses that have not been approved by our verification process, and providing prompt resolutions to maintain user satisfaction
- Validate businesses by thoroughly examining and verifying the authenticity of documents submitted by business owners, ensuring accuracy and compliance with established standard
