Ojah Kirti Bidhijit

Roles Held: SME → Policy Analyst → Quality Analyst

(Nov 2023 – Oct 2024)

• Conducted detailed audits of workflow and output across teams to ensure adherence to policy and quality standards.
• Designed and implemented quality control frameworks to reduce errors and enhance process efficiency.
• Provided structured feedback and conducted regular calibration sessions with team leads and analysts to align on quality benchmarks.
• Collaborated with cross-functional teams to refine SOPs and ensure continuous improvement in service delivery.

(Jan 2023 – Nov 2023)

• Reviewed and interpreted internal policies and external regulatory updates to ensure process compliance.
• Partnered with leadership to update operational guidelines and communicate policy changes across teams.
• Played a key role in defining policy impact on ground-level execution and addressed policy-related escalations.
• Conducted workshops and training sessions to help team members understand evolving policies and frameworks.

(Jul 2021 – Jan 2023)

• Promoted from Content Moderator to SME based on performance and leadership capabilities.
• Assisted team lead in daily operations while ensuring personal KPIs were consistently met.
• Mentored and trained multiple batches of new hires, improving onboarding efficiency and knowledge retention.
• Provided one-on-one coaching to boost work quality and training effectiveness.
• Led ideation hackathons to promote innovation and identify potential improvements in process and tools.
• Utilized business excellence tools such as FMEA to support data-driven decision-making.
• Conducted root cause analysis to resolve recurring process issues and enhance team productivity. Assisted team lead in monitoring daily activities while managing personal deliverables.
• Promoted from content moderator to Subject Matter Expert, gaining experience with BE tools like FMEA.
• Supported and trained new hire batches across multiple teams to enhance onboarding process.
• Provided one-on-one coaching to improve quality of work and training methods.
• Delivered performance feedback to analysts to promote continuous improvement.
• Led ideation hackathons to generate innovative product and process improvement ideas.
• Managed multiple projects independently, demonstrating strong organizational skills.
• Conducted root cause analysis to identify and resolve process-related issues.