Saurav Jha
Pune
Summary
Results-driven assistant manager with extensive experience in content moderation, trust & safety, and data annotation. Detail-oriented and dedicated to ensuring compliance with community guidelines, mitigating risks, and improving operational workflows. Proven track record of managing teams, enhancing process efficiency, and delivering high-quality outputs. Strong analytical and leadership skills, adept at collaborating with cross-functional teams to optimize quality assurance standards and meet organizational goals. Seeking a position with a professionally managed organization to maximize my skills and contribute to company growth.
Overview
8
8
years of professional experience
Work History
Assistant Manager - Operations
Concentrix Daksh India Pvt Ltd
09.2022 - Current
- Leading a team of 26 moderators, overseeing real-time monitoring, content review, and enforcement of platform policies
- Provided training and mentoring programs to enhance team performance and compliance with SOPs
- Coordinated the daily operations of the process, including staffing & scheduling
- Sharing & maintaining regular insights with the process leadership to ensure operational activities are aligned with client expectations
- Organized and planned operational activities to ensure efficiency and productivity
- Assisted with interviewing and hiring of employee team members with appropriate skills
Team Leader - Operations
Taskus India PVT LTD
08.2021 - 07.2022
- Managed a team of data annotators to accurately label and categorize datasets used in AI and ML models
- Coordinated with clients and stakeholders to meet deadlines and deliver high-quality datasets
- Assisting in driving metrics of the team as per the business & operational requirements
- Created reports and dashboards to track performance metrics and improvement areas
- Highlight the challenges to the leadership regarding staffing, queue management and resource allocation
- Assisted with interviewing and hiring of employee team members with appropriate skills
Team Leader - Operations
Hexaware Technologies Ltd
09.2019 - 08.2021
- Mentored and guided team members to foster proper completion of assigned duties
- Established open and professional relationships with team members which helped resolve issues and conflicts quickly
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching monthly goals
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service
- Positioned as go-to person for up to [8] staff members, troubleshooting administrative and operational issues promptly
- Completed assigned BAU activities on time which mainly included updating reports, preparing presentations for weekly calls & leading the weekly quality call
Senior Customer Service Executive
Capita India Pvt Ltd
06.2017 - 09.2019
- Company Overview: Implementation specialists for a Telecom company based out of UK
- Built strong relationships with the field operations team to support business development opportunities and improve service
- Evaluated customer information from contracts to explore issues, develop potential solutions and maintain high-quality service
- Monitored customer service standards by doing quality checks and providing feedback to erring team members
- Responded to field operation teams inquiries and queries to provide thorough speedy resolutions as per the process guidelines
- Organized contract information and order data for business planning and customer service purposes, which was shared with the team manager & process leader on a daily basis
- Successfully completed training & OJT of 18 team members at the Mumbai branch within two and a half months
- Implementation specialists for a Telecom company based out of UK
Education
Bachelor Of Computer Application -
City Premier College
Nagpur, Maharashtra07.2017
HSC -
Dharampeth High School
Nagpur, Maharashtra06.2013
SSC -
B.R.A'S Mundle English Medium School
Nagpur, Maharashtra07.2011
Skills
- Data Annotation & Labeling
- Excel
- Customer Service
- Team Management
- Research
- Data Analysis
- Policy Enforcement
- Service Delivery
Accomplishments
- Manager Who Shines, Concentrix Daksh India Pvt Ltd, 07/01/23, 09/30/23
- Spirit Of Pune Awards, Concentrix Daksh India Pvt Ltd, 01/01/24, 12/31/24
- BCP Heroes, Hexaware Technologies Ltd, 12/01/20, 12/31/20
Hobbies and Interests
- Photography
- Football
- Editing
- Travelling
Certificates
White Belt, Associated with Capita India Pvt Ltd (02/2019)
Timeline
Assistant Manager - Operations
Concentrix Daksh India Pvt Ltd
09.2022 - Current
Team Leader - Operations
Taskus India PVT LTD
08.2021 - 07.2022
Team Leader - Operations
Hexaware Technologies Ltd
09.2019 - 08.2021
Senior Customer Service Executive
Capita India Pvt Ltd
06.2017 - 09.2019
HSC -
Dharampeth High School
SSC -
B.R.A'S Mundle English Medium School
Bachelor Of Computer Application -
City Premier College
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