Anitha Gurrala

Result-oriented Operations Team Lead with over 13 years of cross-industry experience in content moderation, immigration consulting, and business operations. Proven track record at Wipro of managing high-performing teams of 18 members, ensuring strict policy compliance across text, video, and image content. Expert in executing quality audits, optimizing performance metrics, and managing stakeholders. Skilled in conflict resolution, data-driven problem-solving, and driving organizational goals.

Team Lead at Wipro Ltd (2023-01 – 2026-01)

Led teams of 18 reviewers, ensuring consistent policy application across text, image, video, and audio content to protect user safety and platform reputation. As a Team Lead, responsible for Outlier Management. Maintaining records & track team performance daily, weekly and monthly on MS EXCEL (Vlookp & Pivot). And to work with Managers to develop / implement action plans to achieve desired performance levels.

• Drove key operational performance including quality accuracy (target 95%+), Occupancy, throughput, Utilization, AHT/handling time, SLAs (Performance metrics).
• Conducted weekly performance reviews, 1:1 coaching session, team huddles to provide support and drive performance improvement.
• Lead and manage a team of data annotators, providing guidance and support.
• Identified high-potential talent for SME/QA roles for internal growth, reducing attrition through career progression opportunities.
• Prepared and presented weekly performance report to senior leadership using PowerPoint.
• Analyzed scorecards (last 6-8 weeks data) to pinpoint process gaps, low performers and recurring errors, executed data-driven coaching and reported to management.
• Collaborated with Training team for process optimization to reduce error rates and handle volume spikes.
• Also performed weekly audits with associates shared feedback via email and places underperformers on improvement plans (LU / PIP / Coaching planner) to boost accuracy to reach client targets.
• Partnered with Quality, Training, and Policy teams for policy refreshers and discuss on grey scenarios.
• Monitored and verified associate's attendance update in portals daily/ weekly, ensured compliance with scheduled adherence to support operations SLAs and productivity targets.
• Served as primary contact between team's, operations leadership and client POCs, communicated performance trends.
• Organized Friday fun activities to boost team morale, foster collaboration and enhance retention in high pressure environment.

Senior Associate at Wipro Ltd (2020-08 – 2022-12)

Results-driven professional recognized for consistently exceeding quality assurance benchmarks.

• Review text, images, videos, and other content posted on the platform for user safety.
• Annotate data accurately based on project requirements and guidelines.
• Primarily responsible for labeling and categorizing information in datasets.
• Maintain confidentiality and adhere to data privacy rules and guidelines.
• Following community guidelines and remove content that violates guidelines or policies.
• Flag inappropriate, misleading, or harmful content for further review.
• Follow standard operating procedures (SOPs) and quality standards.
• Maintain accuracy, consistency, and attention to detail.
• Meet daily productivity and quality targets.
• Report trends, issues, or repeated violations to supervisors.
• Collaborated with teams to resolve complex cases.

Process Consultant at Y-Axis Visa & Immigration (2018-02 – 2019-04)

Managed portfolio of 100+ cases, successfully guided clients through complex PR/Visa applications, achieved 95% approval rate and received excellent feedback in G+ and Facebook reviews.

• Conducted detailed eligibility assessments for Canada PR (Express Entry, PNP, etc.).
• Prepare and process PR and business investment files, ensuring accuracy.
• Provide clear, transparent advice on processes, document Verification, costs, and timelines.
• Generate leads via social media, cold calling, and referrals.
• Addressing escalations and resolving issues effectively
• Maintain strong relationships for repeat business and referrals.
• Stay updated on Canadian immigration law changes to advise clients effectively.
• Eagerness to learn and adapt to a fast-paced environment and changing policies.

Process Developer at Genpact Pvt Ltd (2009-11 – 2016-06)

Worked on Ariba Cloud e-Sourcing, Source point, Oracle 11i & R12 Procurement tool.

• PO / Requisition Creation, Amendment, Renewal, Catalog load, Management of Contracts/ Agreements for the commodities.
• Procuring of Hardware Software related products in Tivoli Service Request Manager (TSRM).
• Ensure that SLA are measured and met.
• Reviewing and validating a transaction thoroughly before it goes to the higher approvals for all the Commodities like IT Consulting, Software/Hardware, Marketing, Advertising and Office Supplies.
• Requests those requestors to submit against every Purchase Requisition in Ariba.
• Perform periodic reviews of processes, identify automation opportunities and recommend improvements.
• Updating the supplier contracts in the Ariba tool.
• Supplier Identification of RFQ.
• Support Tactical buying team.
• Work with internal and external stakeholders to resolve any service-related issues.
• Acted as a second level support for any process related queries.
• Approved H1 visa client letter for the respective vendors through DocuSign. Prepared SOP for Client visa letter reviewed and signed off during transition to fill the knowledge gap.
• Worked on MIS reports.

MSC in Psychology – BRAOU (2018)

MBA in Marketing & HR – ICFAI National College (2009)

B.COM in Computers – MNR Degree College (2006)