Managed end-to-end vendor performance for large-scale projects, overseeing productivity and quality. Built and managed Excel trackers with automated reporting to provide data-driven insights to stakeholders. Delivered training, and conducted RCA, quality reviews, and calibration sessions for global vendor and team operations.

Quality Analyst, Trust & Safety at Accenture (Client: Google)

February 1, 2025 - September 1, 2025

Performed quality analysis for Trust & Safety for Google. Achieved fast-tracked performance by skipping nestling days. Mentored new hires and supported enforcement decision-making endorsements. Temporarily assumed team lead responsibilities, continuously assessing performance via internal QA tools and delivering feedback/coaching. Identified root causes of evaluation gaps between analysts and agents and provided a corrective action plan. Maintained client requirement, SLA, and product knowledge through ongoing training.

Quality Analyst (Trust & Safety) at Accenture (Client: Google)

February 1, 2025 - September 1, 2025

Quality analysis for trust & safety work with Google. Key achievements included fast-tracking ahead of queue by skipping 11 days of nesting, mentoring new hires and endorsing '+1s' on enforcement decisions, temporarily leading a team and supporting user inquiries. Conducted internal QA assessments, delivered coaching, and contributed to closing evaluation gaps through root-cause recommendations.

Trust & Safety Associate at Accenture

April 1, 2024 - February 1, 2025

Managed and resolved client trust & safety user inquiries and enforcement decisions. Independently handled multiple projects before probation completion. Promoted from within after assessing frontline performance via internal QA tools—consistently delivering feedback and coaching. Identified root causes of evaluation gaps between analysts and agents and recommended an action plan. Maintained up-to-date knowledge of client requirements, SLAs, and products through ongoing training.