Rajesh Kumar Kandhipalli

Role Summary:

Promoted to Assistant Manager to lead strategic Training & Quality initiatives across multiple content moderation workflows. In addition to owning core responsibilities from my previous role as Team Lead, I now focus on team leadership, structured delegation, stakeholder alignment, and cross-functional execution to drive scalable and sustainable operational excellence.

Key Responsibilities:

• Lead the strategic planning and execution of T&Q programs across diverse workflows, ensuring alignment with client and business goals.
• Assign responsibilities to T&Q leads, monitor progress, and ensure delivery of key tasks and initiatives.
• Act as a central point of contact for clients and internal stakeholders, driving performance reviews, guideline changes, and roadmap alignment.
• Facilitate leadership-level business reviews (WBRs, MBRs, QBRs) with a focus on strategic trends, escalations, and process optimization.
• Drive standardization across workflows and service partners by aligning QA and training frameworks under a unified strategy.
• Lead performance governance across functions, using data-driven insights to identify gaps and initiate targeted interventions.
• Champion automation and innovation initiatives to enhance efficiency, reduce manual effort, and scale operations.
• Provide strategic support and team enablement for new launches, process transitions, and critical change management efforts.
• Retain ownership of key responsibilities from the Team Lead role, now driving them with broader scope and elevated leadership accountability.

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.