At Tech Fi Technologies, I lead quality operations for content moderation projects, ensuring work follows client SOPs, quality guidelines, and policy requirements.
I conduct daily audits across multiple languages and content categories, identify gaps, and follow up with corrective actions. I also perform root cause analysis for quality misses and provide feedback to improve agent accuracy and guideline adherence.
I coach agents through 1:1 sessions and pre-shift briefings, and conduct DIP/PKT checks to address recurring quality issues. I coordinate with Operations, QA, and management to resolve critical issues and keep workflows moving.
Previously, as a Shift Lead at Infoesearch, I supervised shift operations and team output, coordinated escalations, and trained new hires on quality standards and process adherence.
