Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Languages
Certification
Timeline
Generic

Ashish Baid

Bengaluru

Summary

Dynamic operations professional with a proven track record at G2.com, excelling in quality assurance and project management. Expert in process improvement and risk assessment, I successfully led initiatives that enhanced product quality and operational efficiency. Adept at team collaboration and analytical thinking, I drive results that align with organizational goals.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Manager, Trust and Safety

G2.com
Bengaluru
03.2022 - Current
  • Built a high-performing team from scratch by recruiting, hiring, and training 7 new team members, and establishing end-to-end process ownership and team structure.
  • Implemented and integrated a plagiarism-checking tool to boost output by 25% to stabilize the Moderation SLA.
  • Partnered and integrated with an outsourcing company to improve the moderation SLA by 8%, from 90% to 98% monthly.
  • Created ways to increase review quality decisions by 3%, from 96% to 99%.
  • Promoted 5 people in the team to senior roles because of their splendid performance.
  • Helped increase automation output to 60%.
  • Worked on ad-hoc projects to cater to the vendor's needs, and played a crucial role in reducing churn.

Content QA Specialist

G2.com
Bengaluru
09.2020 - 02.2022
  • Co-developed the Review Moderation Standard Operating Procedure (SOP) alongside the manager, shaping the framework for how user reviews are submitted and evaluated on G2.
  • Managed approximately 10,000 vendor escalations via Salesforce, ensuring timely resolution and maintaining trust with external partners.
  • Resolved over 2,000 user escalations through Zendesk, balancing platform integrity with user satisfaction.
  • Conducted peer reviews of test plans and test cases to maintain high QA standards and ensure thorough coverage.
  • Led internal audits to identify quality gaps and drive improvements in moderation workflows, reinforcing adherence to G2's quality standards.
  • Collaborated cross-functionally with Engineering and Data Science teams to enhance internal admin tools, leading to automation of key SOP tasks and a 60% increase in moderation efficiency.

Content QA Associate

G2.com
Bengaluru
08.2019 - 08.2020
  • Moderated an average of 200 reviews daily, while maintaining 100% quality, ensuring platform integrity, and adherence to G2’s content guidelines.
  • Trained and onboarded three new team members, supporting their ramp-up, and contributing to overall team efficiency.
  • Assisted the manager with daily operational tasks, helping to streamline workflows and ensure smooth team coordination.
  • Resolved a high-priority vendor escalation by applying strong, deep-diving, and investigative skills, de-escalating a time-sensitive situation with a dissatisfied vendor.
  • Collaborated with cross-functional stakeholders to identify, investigate, and verify complex records and potential risk indicators, contributing to platform trust and safety.

Operations Representative

Concentrix (YouTube Process)
Bengaluru
03.2018 - 08.2019
  • Moderated adult content videos on YouTube, ensuring adherence to community guidelines and platform policies.
  • Collaborated with YouTube’s full-time employees to review and manage sensitive video content with 100% accuracy.
  • Maintained a quality score of over 99% consistently for 14 months, demonstrating strong attention to detail and process adherence.
  • Participated in process improvement initiatives to enhance operational efficiency and accuracy.
  • Performed quality assurance checks on customer orders and content reviews, contributing to improved team performance and reduced errors.

Education

SSLC 10th Boards, 77% -

Carmel School
Bengaluru
03-2010

2nd PUC - 78% - Business Accountancy

Sri Bhagawan Mahaveer Jain College
Bengaluru
03-2012

B.Com - Business Accountancy and Taxation

Sri Bhagawan Mahaveer Jain College
Bengaluru
05-2015

Skills

  • Quality assurance
  • Project management
  • Process improvement
  • Team building
  • Risk assessment
  • Problem-solving
  • Written communication
  • Presentation skills
  • Problem-solving aptitude
  • Analytical thinking
  • Operational management
  • Policy development and enforcement
  • Manage operations

Accomplishments

  • Co-developed the Moderation SOP, establishing a scalable and standardized process for content review across the company.
  • Led admin workflow improvements, resulting in a 60% increase in operational efficiency.
  • Integrated a plagiarism detection tool into the moderation workflow, boosting daily output by 25% while maintaining quality.
  • Acted as Project Manager for the moderation automation initiative, driving output growth from 15% to 30% within one year through strategic planning and implementation.
  • Co-developed the team’s Quality Framework, directly aligned with the company’s V2MOM goals, and introduced Quality as a primary performance metric.
  • Collaborated with an outsourcing partner to expand capacity, achieving a 50% increase in daily output and improving monthly SLA performance from 93% to 99% consistently.

Affiliations

  • Car driving and bike riding
  • Gaming
  • Reading
  • Geek about deep space

Languages

Hindi
First Language
English
Proficient (C2)
C2
Kannada
Intermediate (B1)
B1

Certification

  • Writing to get things done

Timeline

Manager, Trust and Safety

G2.com
03.2022 - Current

Content QA Specialist

G2.com
09.2020 - 02.2022

Content QA Associate

G2.com
08.2019 - 08.2020

Operations Representative

Concentrix (YouTube Process)
03.2018 - 08.2019

SSLC 10th Boards, 77% -

Carmel School

2nd PUC - 78% - Business Accountancy

Sri Bhagawan Mahaveer Jain College

B.Com - Business Accountancy and Taxation

Sri Bhagawan Mahaveer Jain College

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