Rahul Sai

Results-driven Senior Quality Analyst with 5+ years of experience supporting Google Trust & Safety and GDO operations. Expertise in quality audits, policy interpretation, reviewer coaching, calibration, stakeholder management, root cause analysis, KPI reporting, and process improvement across AMER and EMEA. Proven ability to improve quality performance, mentor reviewers, and ensure compliance with client policies and SLAs.

Senior Quality Analyst - Accenture

(2018-09 - 2025-11)

Google Trust & Safety & GDO

• Conducted end-to-end quality audits using standardized sampling methodology.
• Reviewed text, image, video, and audio moderation decisions for policy compliance.
• Delivered coaching sessions and actionable feedback to improve reviewer quality.
• Led calibration meetings and quality huddles on policy updates.
• Handled complex gray-area policy decisions with cross-functional stakeholders.
• Developed monthly Process Knowledge Tests (PKTs).
• Performed root cause analysis and recommended corrective actions.
• Supported AMER and EMEA operations while consistently meeting SLA and KPI targets.
• Partnered with Operations, Training, and Quality teams to improve performance.
• Recognized for analytical thinking, ownership, and operational excellence.

POD Lead – Mapping - Cognizant

(2025-11 - 2026-06)

• Mentored new hires through onboarding and shadow sessions.
• Prepared Weekly and Monthly Business Reviews.
• Served as SME auditing global semi-voice GVC calls and Salesforce tickets to evaluate interaction quality and drive CSAT optimization.
• Served as SME for Salesforce escalations.
• Supported Performance Improvement Plans.
• Published operational quality reports.
• Collaborated with leadership on process improvements.

MBA - Aurora PG College (2018)

B.Com - Computers - IIMC (2016)

CEC - St. Joseph Junior College (2013)

SSC - Sun Shine High School (2011)