Team Lead
Accenture
● Managed a team of 15+ members ensuring SLA, productivity, and quality targets. ● Monitored KPIs including AHT, Escalations, and Performance metrics. ● Led a team responsible for Content Moderation (COMO), ensuring policy-compliant review decisions and consistent quality standards across high-volume content. ● Oversaw App Review operations, ensuring adherence to platform guidelines and timely turnaround on submissions. ● Conducted coaching sessions and performance reviews. ● Handled client escalations and implemented process improvements. ● Tracked and reported daily/weekly team performance dashboards to leadership and stakeholders. ● Identified process gaps in COMO and App Review workflows and drove corrective action plans. ● Facilitated cross-functional coordination between quality, training, and operations teams. ● Ensured compliance with client and internal quality audit requirements. ● Mentored team members for internal role transitions and skill development.
