Navya Barli
Hyderabad
Summary
Results-driven Assistant Manager – Quality Assurance and Operations with 8 years in IT and service environments, specializing in SLA adherence and process compliance. Led QA teams to design quality metrics, conduct audits, and manage escalations. Developed SOPs, analyzed quality data, and implemented corrective actions to enhance service delivery and foster continuous improvement.
Overview
2024
2024
years of professional experience
Work History
Assistant Manager – Quality Assurance & Operations
Wipro Ltd
05.2020 - 05.2023
- Oversaw quality control processes and offshore production for a team of 23 QA analysts, ensuring compliance with industry, legal, and safety standards through audits, training, and performance evaluations.
- Led quality function via effective management, career development, and reporting, delivering weekly, monthly, quarterly, and yearly business reviews to upper management.
- Reviewed operational practices to pinpoint obstructions, quality failures, and inefficiencies, advising on system/process changes that improved production efficiency and reduced waste.
- Contributed operations insights and recommendations to strategic plans, developed action plans, implemented standards for production, productivity, quality, and customer service, and resolved issues via trend analysis.
- Conducted routine audits across domains, and enforcing action plans for non-conformities and defaulters.
- Communicated customer issues to operations teams, gathered product feedback to understand expectations, resolved complaints, and devised enhancements for superior customer experience.
- Collaborated with cross-functional teams to resolve quality issues, enhance product/service quality, and monitor/evaluate internal production processes.
- Supervised staff, monitored production standards, and ensured consistent quality metrics across all stages.
Pod Lead – Operations
Wipro Ltd
- Led a pod of content moderators, providing daily guidance, coaching, and performance feedback to ensure high-quality, consistent moderation decisions.
- Managed scheduling, workload distribution, and real‑time capacity planning to meet SLAs and maintain productivity targets.
- Mentored and upskilled team members through training, QA calibration sessions, and one‑on‑one reviews to improve accuracy and reduce escalations.
- Conducted regular quality audits, identified trending policy violations, and implemented corrective actions to maintain high moderation standards.
- Defined and tracked KPIs (e.g., accuracy, throughput, escalation rate) and generated regular MIS/trend reports for leadership.
- Ensured timely escalation of urgent issues (e.g., CSAM, threats, self‑harm, misinformation) to specialized teams and external authorities as required.
- Supported the creation of incident reports and business reviews to communicate risk posture and operational health.
- Developed and updated Standard Operating Procedures (SOPs) and quality control processes to boost efficiency and align with customer needs.
- Performed inspections, tests, and final output evaluations; rejected non-compliant products and managed product recalls.
Process Specialist
Cognizant Technology Solutions
09.2017 - 04.2020
- Managed daily, weekly, and monthly reports for a team of 50 staff members and maintained executive appointment calendars.
- Ensured accuracy and efficiency by performing quality control functions, including calibrating, auditing internal and client data, and correcting errors to meet client benchmarks within the first six months.
- Processed an average of 500 job IDs daily, screening and answering queries while creating customized online dashboards to meet client and business needs.
- Developed and implemented office operational guidelines, increasing team efficiency.
- Prepared client review presentations for weekly, monthly, and quarterly discussions.
- Collaborated with clients to allocate and manage content data, fostering proactive relationships and ensuring a user-friendly platform for Meta users.
- Reviewed and analyzed content documents, escalating queries promptly to maintain workflow efficiency.
- Anticipated potential issues and took proactive measures to mitigate risks, ensuring quick and effective resolutions.
- Planned, organized, and delegated tasks among team members to optimize productivity.
- Maintained and updated process-related trackers to ensure transparency and accountability.
- Provided support and guidance to team members as needed, fostering a collaborative work environment.
Senior Analyst – Content Engineering
Global Logic Technologies Ltd
05.2015 - 07.2017
- Conducted thorough reviews of ads to ensure strict compliance with Google Ads internal policies.
- Evaluated ad text, URLs, and landing pages for policy adherence, accuracy, and relevance.
- Verified content for family-safe, non-family-safe, and adult (pornographic) categories, applying appropriate tags using Google Ads tools.
- Assigned accurate and suitable sub-tags to ads based on content analysis and policy guidelines.
- Utilized an exhaustive list of terms to classify ads, ensuring consistency and precision in categorization.
- Worked on sheet ads, reviewing and providing feedback to Google product developers for necessary adjustments.
- Maintained clear and timely communication with internal teams to resolve ad-related queries and escalations.
Education
Bachelor of Technology - Computer Science & Engineering
GMR Institute of Technology
India01.2014
Skills
- Strong communication
- Analytical skills
- Problem-solving skills
- Leadership skills
- Team Management skills
- Customer service skills
- Quality Documentation
- 7QC Tools
- Single Review Tool (SRT)
- Microsoft Excel
- Microsoft PowerPoint
- Root Cause Analysis
- Quality Assurance
- Lean Six Sigma
- Risk Management
- Risk Analysis
- Google AdWords
References
References available on request.
Locations
- Hyderabad, Telangana, India
Timeline
Assistant Manager – Quality Assurance & Operations
Wipro Ltd
05.2020 - 05.2023
Process Specialist
Cognizant Technology Solutions
09.2017 - 04.2020
Senior Analyst – Content Engineering
Global Logic Technologies Ltd
05.2015 - 07.2017
Pod Lead – Operations
Wipro Ltd
Bachelor of Technology - Computer Science & Engineering
GMR Institute of Technology