Sumit Jha

Customer Support, Trust & Safety, and Quality Assurance professional with approximately 7 years of experience in Content Moderation, Quality Analysis, Email Support, and Customer Service. Experienced in reviewing user-generated content, enforcing community guidelines, monitoring quality standards, and resolving customer issues while meeting productivity and SLA targets. Strong analytical, communication, and decision-making skills with the ability to thrive in fast-paced environments.

Currently pursuing a Bachelor of Computer Applications (BCA).

Content Moderator - iEnergizer

• Reviewed and moderated user-generated content according to community guidelines and platform policies.
• Identified policy violations and took appropriate moderation actions.
• Escalated high-risk and complex cases to appropriate teams.
• Maintained high accuracy, quality, and productivity while meeting daily targets.
• Protected platform integrity by ensuring a safe online environment.
• Consistently followed confidentiality and compliance requirements.

Quality Analyst – Chat Process - iSON Xperiences

• Monitored and evaluated customer chat interactions for quality and compliance.
• Conducted quality audits and provided actionable feedback to improve agent performance.
• Prepared quality reports and tracked KPIs.
• Worked closely with operations teams to improve customer satisfaction and process efficiency.
• Ensured adherence to company policies and quality standards.

Customer Support Associate – Email Process - Tech Mahindra

• Managed customer inquiries through email while meeting SLA and quality targets.
• Investigated and resolved customer concerns with professionalism and accuracy.
• Documented customer interactions and maintained detailed case records.
• Coordinated with internal teams to ensure timely issue resolution.
• Delivered excellent customer service through effective written communication.

Bachelor of Computer Applications - BCA

Higher Secondary - Class 12