Open to opportunities

Anusha Thapa

@anushathapa

Message

I lead trust and safety teams, improving quality, performance, and operational delivery.

India

Message

What I'm looking for

I'm looking for a training, quality, or operations leadership role where I can coach teams, strengthen process discipline, improve quality outcomes, and drive KPI and SLA performance in a fast-paced environment.

At Wipro, I lead three team leads supporting a 78-member Trust and Safety workflow, owning billing, performance monitoring, WBRs, MBRs, and KRA delivery.

Previously at Concentrix, I managed a 25-member content moderation team, improving operational control across PRR, AHT, attrition, shrinkage, SLA adherence, escalations, coaching, and workload distribution.

I progressed from Customer Service Associate to SME and Team Lead at Tech Mahindra, training new joiners, leading OJT for 26 members and 18 batches, and helping teams meet KPI and SLA targets. I bring hands-on strength in training, quality management, process improvement, and team leadership in high-pressure environments.

Experience

Work history, roles, and key accomplishments

Current

Group Lead, Trust and Safety YT

Current

Wipro

Aug 2024 - Present (2 years)

Lead 3 team leads supporting a workflow of 78 members, ensuring timely deliverables and owning billing, performance monitoring, and KRA achievement. Coordinate with stakeholders to maintain quality and productivity across workstreams.

Process Improvement Google Sheets Google Docs PowerPoint Team Leadership Performance Monitoring Stakeholder Communication KPI Tracking Billing

Assistant Manager Operations

Concentrix Daksh Services India Pvt. Ltd.

Sep 2022 - Aug 2024 (1 year 11 months)

Managed a team of 25 members, overseeing daily supervision, attendance, and workload distribution. Monitored and improved operational metrics including PRR, AHT, attrition, shrinkage, and SLA adherence, while handling escalations and coaching team members.

Quality monitoring KPI Tracking Google Sheets Operations Management Team Management Escalation Handling Coaching SLA Performance Metrics Process Improvement

Team Lead Ops / Subject Matter Expert / Customer Service Associate

Tech Mahindra

Jul 2018 - Aug 2022 (4 years 1 month)

Progressed from Customer Service Associate to SME and Team Lead roles, supporting pilot batches and training new joiners in international voice operations. Handled OJT for a 26-member team and led 18 batches to meet KPIs and SLAs, while managing a BQ team of 20 members.