PRIYA BHARTI

• Managed end-to-end program delivery across multiple concurrent Trust and Safety, and AI evaluation workflows for a global tech client, owning the full project lifecycle from initiation through to delivery and stabilization.
• Defined program scope, built operational plans with detailed timelines and resource requirements, identified risks proactively, and implemented mitigation strategies to protect delivery commitments.
• Served as the primary program point of contact for senior client stakeholders and internal leadership, providing regular progress updates, managing escalations, and ensuring alignment on goals and SLA targets throughout delivery.
• Built and maintained advanced Excel program dashboards tracking quality, AHT, utilization, FPY, disapproval percentage, and SLA adherence, used as the reporting foundation for weekly client review meetings.
• Collaborated with cross-functional teams across HR, quality, operations, and client teams to design and implement custom solutions aligned to program requirements.

Team Leadership and People Development.

• Led a team of 30-plus specialists delivering Trust and Safety, and AI evaluation operations, accountable for team performance, quality governance, capacity planning, and day-to-day delivery.
• Drove 10 internal promotions through structured one-on-one coaching and capability development programs: 7 to Process Developer, 2 to Subject Matter Expert, and 1 to Quality Analyst.
• Turned six consistently underperforming team members into exceeds expectations-rated performers through targeted performance improvement plans and weekly coaching sessions.
• Maintained less than 6 percent shrinkage across 12 consecutive months through disciplined roster management.
• Participated in hiring panels, screened, interviewed, and selected candidates for AI evaluation and SME roles across the program.
• Completed monthly headcount reconciliation for 230-plus employees, ensuring data accuracy and compliance across all reporting cycles.

Process Improvement: Lean Six Sigma DMAIC Project Lead.

• Led an end-to-end process improvement initiative as Project Lead under Master Black Belt guidance, executing all four DMAIC phases: Define, Diagnose, Design, and Deploy.
• Conducted Fishbone Analysis across People, Programs, and Policies dimensions, and identified 12 plus root causes, including calibration gaps, knowledge deficiencies, and process dependencies.
• Applied Value Stream Mapping and Time and Motion analysis, alongside bi-weekly governance with formal toll gate sign-offs across the Project Sponsor, Champion, and Master Black Belt.
• Achieved a 73.9 percent AHT reduction, from 7.6 minutes to 5.6 minutes, validated through trend analysis before operational ramp-up.

AI Content Evaluation and Quality Governance

• Led an AI evaluation program assessing machine-generated ad content, including headlines, sitelinks, and creatives, for accuracy, grammar, relevance, and policy compliance on behalf of a global tech client, where raters assessed AI-generated content outputs, selected the preferred version per quality and policy guidelines, and provided structured written reasoning for every rejection, feeding directly into model improvement loops.
• Designed an error taxonomy framework categorizing AI output errors and establishing standardized scoring guidelines used across all rater teams to ensure consistency in AI output assessment.
• Improved disapproval accuracy by 8.6 percent, from 33.31 percent to 24.69 percent, and increased edit accuracy by 16 percent through data analysis and agent-level interventions.
• Reduced non-tasked idle impact by 99.08 percent through cross-training 29 employees and workflow restructuring.
• Improved first pass yield, with reject appeals reduced from 65 percent to 25 percent, and grant percentage from 20 percent to 11 percent.

• Managed billing, account management, and technical support for US telecom client, consistently meeting CSAT, AHT, and SLA targets while recommending value-added services to enhance revenue.
• US Telecom Client
• Responded to customer requests for products, services, and company information.
• Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
• Maintained comprehensive knowledge of product offerings to ensure accurate information was provided to customers during troubleshooting efforts.