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.
