Guru Krishna Sangyam

Detail-oriented Content Moderation Quality Analyst with 4+ years of experience across content moderation, quality assurance, and trust & safety operations. Skilled in auditing moderation decisions, scoring agent accuracy against policy guidelines, conducting calibration sessions, and identifying process gaps to improve consistency. Proven track record of maintaining audit accuracy above 98%, driving SLA and KPI compliance, and delivering actionable quality feedback to reduce moderation errors.

Strong grounding in platform policy interpretation, root-cause analysis, and cross-functional collaboration with training and operations teams.

Senior Associate / Quality Analyst — Content Moderation - Wipro - Hyderabad, India

(2024-11)

• Conduct quality audits on moderation decisions across text, image, and video content to verify accuracy, consistency, and adherence to platform policies and client guidelines.
• Score agent performance against defined quality rubrics, identify error patterns, and provide structured, evidence-based feedback to improve individual and team accuracy.
• Lead and participate in calibration sessions with moderators and team leads to align interpretation of ambiguous policy cases and reduce scoring variance across the team.
• Perform root-cause analysis on recurring quality defects and escalation trends, and recommend process or guideline updates to reduce repeat errors.
• Maintain audit accuracy scores above 98% while consistently meeting SLA, productivity, and compliance targets for the quality function.
• Track and report quality metrics (accuracy, defect rate, SLA adherence) to stakeholders, highlighting risk areas and improvement opportunities.
• Partner with training and operations teams to translate audit findings into refresher training content and updated moderation guidelines.
• Stay current on social media trends, internet culture, and emerging content risks to ensure quality assessments reflect real-world context.

Senior Advisor — Content Moderation (Trust & Safety) - Concentrix - Hyderabad, India

(2022-09 - 2024-09)

• Managed content review and high-priority escalations within large-scale moderation workflows, ensuring timely and policy-compliant resolutions.
• Performed quality audits and data analysis to identify trends and improve overall operational performance.
• Conducted detailed web-based investigations and information validation while ensuring policy compliance.
• Collaborated with cross-functional teams to improve process efficiency and reduce operational risks.
• Maintained high productivity and accuracy standards in a fast-paced digital environment.

Senior Analyst - Teleperformance - Hyderabad, India

(2022-02 - 2022-06)

• Handled customer concerns through digital communication channels while maintaining service quality standards.
• Used internal systems and online resources to research, validate, and document information accurately.
• Ensured compliance with internal policies and operational procedures during case handling.

Senior Associate / SME - Conneqt Business Solutions - Hyderabad, India

(2020-09 - 2022-02)

• Supported process-related escalations and provided operational assistance to team members.
• Conducted training and knowledge-sharing sessions for new hires and existing employees.
• Identified workflow gaps and contributed to continuous process improvement initiatives.
• Assisted teams in maintaining productivity, accuracy, and process compliance standards.

Bachelor of Technology - Mechanical Engineering - Geethanjali College of Engineering & Technology

Diploma - Mechanical Engineering - Government Polytechnic College