Rajesh Kumar Kandhipalli

Role Summary:
In my role, I manage comprehensive training and quality assurance operations across multiple content moderation workflows, focusing on client collaboration, process optimization, and continuous improvement to drive operational excellence.

Key Responsibilities:

• Oversee end-to-end training and quality operations, ensuring alignment with client expectations and standards.
• Serve as a product expert, contributing to guideline enhancements based on QA insights and operational feedback.
• Collaborate with clients on guideline updates and performance reviews to support scalable moderation strategies.
• Lead Weekly, Monthly, and Quarterly Business Reviews (WBRs, MBRs, QBRs), delivering actionable performance insights.
• Manage new process ramp-ups, including training development, QA framework setup, and stakeholder coordination.
• Design and implement strategic training programs to reduce ramp-up timelines and enhance team readiness.
• Supervise training and nesting phases for new hires, ensuring smooth onboarding and performance achievement.
• Drive automation initiatives to streamline QA and training workflows, improving efficiency and consistency.
• Lead cross-MSP collaborations to standardize training content and quality frameworks across teams.
• Monitor and analyze key performance metrics (Quality Score, FPY, Output, Adherence), taking data-driven actions to close gaps.

• Managed huddle meetings for Stress Test(ST) and Defect Awareness Sessions(DAS) discussions, with real-time updates.
• Handled internal and external communications efficiently.
• Maintained real-time documentation and feedback trackers for quality assurance.
• Reviewed tasks and provided feedback on errors and improvements.
• Coordinated with MSPs and participated in calibration discussions.
• Managed PO cases, created RCAs, and tracked quality errors.
• Worked on guideline changes and made proposals.
• Trained 17 batches, comprising 322 agents, for one of the content review process.

• Evaluated interactions between associates and customers to assess personnel performance.
• Monitored compliance risks while adhering to process guidelines.
• Supervised daily calls to maximize customer satisfaction.