Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

PRIYANKA JASROTIA

Summary

Dynamic operations leader with a proven track record at Accenture Services, excelling in content moderation and team management. Achieved 98% SLA adherence while driving quality improvements and enhancing operational efficiency. Skilled in process optimization and client engagement, fostering a culture of excellence and collaboration within diverse teams.

Overview

14
14
years of professional experience

Work History

Operations Lead / Manager – Content Moderation

Accenture Services Pvt. Ltd.
Bengaluru
06.2018 - Current
  • Owned end-to-end service delivery for multiple content moderation workflows managing 10K–15K items daily.
  • Led teams of 18–25 moderators, achieving 98–99% SLA adherence and quality targets.
  • Collaborated with Workforce Management on capacity planning and peak-load management strategies.
  • Prepared and delivered weekly and monthly client performance reports on KPIs, trends, and risks.
  • Ensured compliance with content policies, platform guidelines, and data privacy standards.
  • Drove quality governance sessions, improving accuracy by 6–10% and reducing defects by approximately 20%.
  • Facilitated onboarding and training initiatives, decreasing new-hire ramp-up time by 15–20%.
  • Identified operational gaps and implemented process improvements to enhance efficiency and stability.

Team Leader – Operations

Convergys India Services Pvt. Ltd.
Bengaluru
09.2013 - 05.2017
  • Managed daily operations for teams of 12–15 associates, ensuring compliance with SLAs, productivity, and quality standards.
  • Coordinated workload distribution and queue management across multiple workstreams.
  • Conducted quality audits and provided structured performance feedback to enhance team effectiveness.
  • Developed and maintained standard operating procedures, training plans, and job aids for operational consistency.

Associate – Operations

Aditya Birla Minacs
08.2011 - 10.2012
  • Provided customer and operations support with high accuracy and SLA adherence.
  • Maintained customer records and supported billing and RTA teams.

Education

MBA - Human Resource

Sikkim Manipal University
Bangalore
05-2017

Skills

  • Operations and service delivery management
  • Content moderation and trust safety
  • Team leadership and people management
  • Workforce management
  • Roster and capacity planning
  • SLA and KPI governance
  • Client and stakeholder management
  • Quality assurance and compliance
  • Process improvement and operational excellence

Accomplishments

Star of the Business (Accenture) – Won three consecutive times for exceeding SLA, quality, and delivery KPIs.

Timeline

Operations Lead / Manager – Content Moderation

Accenture Services Pvt. Ltd.
06.2018 - Current

Team Leader – Operations

Convergys India Services Pvt. Ltd.
09.2013 - 05.2017

Associate – Operations

Aditya Birla Minacs
08.2011 - 10.2012

MBA - Human Resource

Sikkim Manipal University

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    <ul><li>Worked across multiple levels of a complex content ingestion system over a 10-year span</li><li>Improved system performance by streamlining data retrieval and backend operations</li><li>Standardized data ingestion protocols, enhancing accuracy across geographic and topical datasets</li><li>Implemented client-facing dashboard features previously underutilized, making them standard practice</li><li>Integrated third-party tools to overcome content access restrictions and expand curation capabilities</li><li>Applied deep understanding of Google search logic to maximize content quality and relevance</li><li>Analyzed and explained system behavior to internal stakeholders and clients to improve transparency</li><li>Developed training protocols for content moderation and system maintenance, enabling week-long onboarding cycles</li><li>Managed a team of 12 moderators over four years, optimizing workflows to support high-volume data pulls</li><li>Coordinated with operations and account teams to assess client requests, troubleshoot issues, and develop solutions</li><li>Conducted honest, strategic discussions with clients and leadership to align requests with system limitations and business goals</li><li>Maintained detailed process documentation to support organizational memory, training, and accountability</li><li>Completed college-level coursework in survey and process writing; applied principles to workplace efficiencies</li><li>Self-taught in multiple platforms including sound and video editing software, media production software</li><li>Proficient in Microsoft Office Suite, Google Workspace, and a range of productivity and curation tools</li></ul> at Futuri Media<ul><li>Worked across multiple levels of a complex content ingestion system over a 10-year span</li><li>Improved system performance by streamlining data retrieval and backend operations</li><li>Standardized data ingestion protocols, enhancing accuracy across geographic and topical datasets</li><li>Implemented client-facing dashboard features previously underutilized, making them standard practice</li><li>Integrated third-party tools to overcome content access restrictions and expand curation capabilities</li><li>Applied deep understanding of Google search logic to maximize content quality and relevance</li><li>Analyzed and explained system behavior to internal stakeholders and clients to improve transparency</li><li>Developed training protocols for content moderation and system maintenance, enabling week-long onboarding cycles</li><li>Managed a team of 12 moderators over four years, optimizing workflows to support high-volume data pulls</li><li>Coordinated with operations and account teams to assess client requests, troubleshoot issues, and develop solutions</li><li>Conducted honest, strategic discussions with clients and leadership to align requests with system limitations and business goals</li><li>Maintained detailed process documentation to support organizational memory, training, and accountability</li><li>Completed college-level coursework in survey and process writing; applied principles to workplace efficiencies</li><li>Self-taught in multiple platforms including sound and video editing software, media production software</li><li>Proficient in Microsoft Office Suite, Google Workspace, and a range of productivity and curation tools</li></ul> at Futuri Media

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PRIYANKA JASROTIA