Shaheen Begum
@shaheenbegum1
Trust & Safety SME at Genpact India supporting 20 content moderators, maintaining 90%+ team accuracy and conducting 20 quality audits daily.
IndiaWhat I'm looking for
At Genpact India Pvt. Ltd., I serve as a Trust & Safety SME, supporting a team of 20 Content Moderators with operational guidance, policy clarification, and real-time issue resolution.
I maintain 90%+ team accuracy through coaching, quality reviews, refresher sessions, and performance monitoring. I conduct 20 quality audits daily, identify recurring gaps, and perform Root Cause Analysis to support corrective action planning.
I’ve trained and mentored 50+ new hires through On-the-Job Training, policy education, shadow sessions, and production-readiness programs. I also supported the Team Lead function for two weeks, handling queue allocation, productivity monitoring, and escalations.
I prepare operational reports using Microsoft Excel and Google Sheets, monitor KPIs, and collaborate with Operations, Quality, and Training teams. I received 8 performance awards, including Star Performer, ACE Performer, and Quarterly Performance Awards.
Experience
Work history, roles, and key accomplishments
Served as Subject Matter Expert supporting a team of 20 content moderators, maintaining 90%+ team accuracy through coaching and quality reviews. Conducted 20 quality audits daily, trained 50+ new hires, and supported Team Lead functions including queue management and KPI monitoring.
Business Development Associate
BYJU'S
Jul 2020 - Jan 2021 (6 months)
Guided customers in selecting suitable educational programs and recommended customized learning solutions. Maintained customer relationships through follow-ups and supported floor operations to improve customer experience.
Delivered customer support while adhering to organizational policies and quality standards. Assisted team members with process-related queries and shared best practices to maintain productivity and service quality.
Education
Degrees, certifications, and relevant coursework
Navodaya Institute of Technology
Bachelor of Engineering, Mechanical Engineering
Grade: 76.15%
Bachelor of Engineering in Mechanical Engineering with 76.15% marks, completed in 2018.
The Aditya Birla Public School
Class XII
Grade: 70.5%
Completed Class XII with 70.5% marks in 2014.
The Aditya Birla Public School
Class X
Grade: 9.8 CGPA
Completed Class X with 9.8 CGPA in 2012.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Job categories
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