Soumen Metya
Team Lead | Trust and safety | People Management | Process Excellence
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About
Results-driven Team Lead with 6+ years of experience in Operations, Content Moderation, Quality Analysis, Client Management, and Process Improvement at Genpact. Proven expertise in managing teams of 29+ FTE, driving KPI/SLA performance, stakeholder management, workforce planning, coaching, and productivity enhancement. Strong knowledge of Quality Assurance, Escalation Management, Root Cause Analysis (RCA), Reporting, and Customer Experience Management.
Certified Lean Six Sigma Green
Belt professional seeking leadership opportunities in Operations, BPO, KPO, Customer Support, and Process Excellence domains.
Experience
Team Lead at Genpact (2024-01 – Present)
- Managing a team of 29+ FTE in content moderation and operations processes.
- Driving SLA, KPI, CSAT, quality compliance, and productivity targets consistently.
- Achieved and maintained 98%+ quality scores with strong operational performance.
- Conducting weekly coaching, performance reviews, and team engagement sessions.
- Performing Root Cause Analysis (RCA) and implementing corrective action plans.
- Handling stakeholder communication, escalation management, and reporting activities.
- Managing workload allocation, shift planning, attendance, and workforce productivity.
- Reduced policy violations and operational errors through process improvement initiatives.
Senior Associate / Quality Analyst at Genpact (2022-01 – 2024-12)
- Performed quality audits and policy compliance reviews.
- Conducted RCA and supported process improvement initiatives.
- Managed escalations and provided feedback to improve quality performance.
- Collaborated with operations teams to achieve client expectations.
Associate – Content Moderation at Genpact (2020-01 – 2022-12)
- Reviewed user-generated content according to client policies and guidelines.
- Ensured content compliance and platform safety standards.
- Maintained productivity, accuracy, and quality targets.
- Handled sensitive and high-priority moderation queues.
Education
Bachelor of Computer Applications in BCA – Sikkim Manipal University
