Amani Talluri

Decisive and accomplished Team Lead with 8 years of progressive experience managing high-volume, deadline-driven operations within the Global Business Process Outsourcing (BPO) sector. Expertise in client-facing project delivery, Service Level Agreement (SLA) adherence, and end-to-end workflow management to ensure successful project completion. Proven ability to mentor and motivate teams of 60+ members, driving measurable improvements in quality control and team productivity.

Team Lead (Project Lead) at Accenture (2018-10 – 2025-10)

• Led a 66-member operations team across three Pods, consistently achieving SLA and KPI targets.
• Owned all Quality KPIs end-to-end, meeting or exceeding targets across review cycles.
• Improved team productivity by optimizing resource allocation and daily workflow management, identifying and resolving recurring process delays.
• Conducted performance reviews, one-on-one coaching sessions, and career development discussions with team members.
• Reduced attrition through proactive engagement, coaching, and career development initiatives.
• Implemented QA checkpoints and regular audits that reduced quality defects and improved output accuracy.
• Drove calibration sessions with internal teams and clients to maintain consistent quality standards.
• Maintained consistent knowledge levels across the team through regular calibration sessions and quizzes.
• Led daily standup calls with Program Managers (PGMs) and clients to align on priorities and performance.
• Trained and certified 100+ batches of new associates through structured On-the-Job Training (OJT) programs.
• Supported new-hire certification and refresher training initiatives.
• Developed training calendars based on Training Need Analysis (TNA) to close skill gaps.
• Created and published QA reports, MIS dashboards, and quality insights, plus weekly business reviews (WBR) and monthly business reports for leadership and clients.
• Coordinated with cross-functional stakeholders to resolve escalations within SLA timelines, including end-to-end client escalation management.
• Managed workforce planning, shrinkage, attendance, scheduling, floor seating, and transport/cab roster operations.
• Improved employee engagement and reduced attrition through team-building initiatives such as 'Fun Fridays'.
• Applied Root Cause Analysis (5 Why and Fishbone Analysis) to drive continuous process improvement.

Process Associate at Cognizant Technology Solutions (2017-06 – 2018-07)

• Processed high-volume customer transactions while consistently meeting quality targets.
• Resolved customer issues within SLA timelines and documented incidents and resolutions.
• Collaborated with internal teams and knowledge management systems to support issue resolution.
• Achieved productivity and quality KPIs consistently while maintaining high customer satisfaction scores.

B.Tech in Computer Science & Engineering – D.N.R. Engineering and Technology (2011 – 2015)

Intermediate in MPC – Aditya Junior College (2009 – 2011)