Abhishek Shukla profile photo 1 on Tal

Abhishek Shukla

Quality Auditor | Six Sigma | Process Trainer | Problem Solver | Senior content moderator | Process Improvement | Agile | Open to Opportunities

Mumbai

11+ years of work experience

Accenture
Apr 20169 yrs 11 mosFeb 2026

Airoli

• Maintained a high level of accuracy and attention to detail in reviewing user submissions to prevent any inappropriate content from being posted. • Implemented effective monitoring and filtering techniques to ensure compliance with client policies and guidelines. • Collaborated with team members to create a knowledge-sharing sessions to facilitate the training of new hires on content moderation techniques and best practices. • Facilitated team meetings to review and analyze content moderation data and developed recommendations for improvement. • Cross-trained on ID verification process and developed training materials for new team members to ensure compliance with client policies. • Analyzed data to identify areas for improvement and developed and implemented a process improvement initiative that enhanced quality, increased production, and saved time. • Managed and prioritized workload to ensure timely delivery of content moderation services, and provided input to management on staffing requirements to meet client demands. • Conducted data analysis on content moderation metrics and presented findings to senior management to inform decision-making and drive continuous improvement. • Conducted regular performance evaluations and provided constructive feedback to team members to promote growth and development.
Accenture Solutions Pvt. Ltd.
Apr 20169 yrs 11 mosFeb 2026

• Supervised and mentored teams of 10–15 associates, deputising for the Supervisor and ensuring 100% operational continuity, process adherence, and daily SLA targets were consistently met. • Acted as the go-to Subject Matter Expert (SME) for process-related queries, providing real-time guidance, resolving escalations, and ensuring knowledge accuracy across all team members. • Conducted comprehensive end-to-end quality audits across multiple process queues, consistently achieving and maintaining quality benchmarks over a 10-year tenure. • Identified critical process gaps through root cause analysis and implemented targeted improvement initiatives that measurably enhanced team efficiency and quality scores. • Designed and delivered structured training and cross-skilling programs, significantly improving team capability and reducing error rates across the department. • Partnered with senior stakeholders and operations managers to analyse performance data, present findings, and drive actionable process excellence recommendations. • Maintained detailed compliance documentation, audit trails, and MIS reports ensuring full regulatory adherence and supporting continuous improvement initiatives.
Serco
Feb 20142 yrsJan 2016

Mumbai, Maharashtra, India

• Demonstrated a commitment to quality by consistently maintaining a 100% accuracy rate while reviewing customer queries related to their bank account. • Utilized SAP to efficiently make amendments to customer profiles, resulting in improved data accuracy and streamlined processes. • Exceeded performance targets by consistently taking on the maximum number of tickets, while ensuring all customer queries were resolved in a timely and efficient manner. • Fostered strong relationships with customers by providing personalized support and demonstrating a deep understanding of their needs and concerns. • Demonstrated strong problem-solving skills by identifying and resolving complex customer issues, resulting in a 20% reduction in customer complaints.
Serco BPO Pvt. Ltd.
Feb 20142 yrsJan 2016

1. Reviewed and resolved complex offline customer queries related to banking account operations, maintaining 100% quality accuracy on all processed cases. 1. Executed SAP amendments on customer profiles with precision, ensuring full data integrity, regulatory compliance, and zero error tolerance. 1. Consistently exceeded ticket volume targets while maintaining quality benchmarks, demonstrating strong ability to balance speed and accuracy under pressure. 1. Contributed to team quality reviews and assisted in identifying process gaps, laying the foundation for a quality-focused career progression.

Education

University of Mumbai

Bachelor of Commerce - BCom, Accounting and Finance

University of Mumbai

20112 yrs2013
University of Mumbai

Higher Secondary School Certificate

University of Mumbai

20082 yrs2010

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Headline

Quality Auditor | Six Sigma | Process Trainer | Problem Solver | Senior content moderator | Process Improvement | Agile | Open to Opportunities

About

Subject Matter Expert and Quality Auditor with 12+ years of experience at Accenture Solutions Pvt. Ltd. Certified Six Sigma Associate with expertise in quality auditing, SLA management, process improvement, and team leadership. I have led teams of 10–15 associates, delivered training and cross-skilling programs, conducted end-to-end quality audits, and collaborated with senior stakeholders to drive process excellence across complex operations. Key strengths: Quality Auditing | SLA & KPI Management | Root Cause Analysis | Process Improvement | Training & Development | Policy & Data Analysis | Agile | SAP | MIS Reporting Currently open to Quality Auditor and Process Excellence opportunities

Location

Mumbai

Work experience

Quality Auditor at Accenture, Apr 2016 - Feb 2026 · 9 yrs 11 mos, Airoli, • Maintained a high level of accuracy and attention to detail in reviewing user submissions to prevent any inappropriate content from being posted. • Implemented effective monitoring and filtering techniques to ensure compliance with client policies and guidelines. • Collaborated with team members to create a knowledge-sharing sessions to facilitate the training of new hires on content moderation techniques and best practices. • Facilitated team meetings to review and analyze content moderation data and developed recommendations for improvement. • Cross-trained on ID verification process and developed training materials for new team members to ensure compliance with client policies. • Analyzed data to identify areas for improvement and developed and implemented a process improvement initiative that enhanced quality, increased production, and saved time. • Managed and prioritized workload to ensure timely delivery of content moderation services, and provided input to management on staffing requirements to meet client demands. • Conducted data analysis on content moderation metrics and presented findings to senior management to inform decision-making and drive continuous improvement. • Conducted regular performance evaluations and provided constructive feedback to team members to promote growth and development.

Specialist at Accenture Solutions Pvt. Ltd., Apr 2016 - Feb 2026 · 9 yrs 11 mos, • Supervised and mentored teams of 10–15 associates, deputising for the Supervisor and ensuring 100% operational continuity, process adherence, and daily SLA targets were consistently met. • Acted as the go-to Subject Matter Expert (SME) for process-related queries, providing real-time guidance, resolving escalations, and ensuring knowledge accuracy across all team members. • Conducted comprehensive end-to-end quality audits across multiple process queues, consistently achieving and maintaining quality benchmarks over a 10-year tenure. • Identified critical process gaps through root cause analysis and implemented targeted improvement initiatives that measurably enhanced team efficiency and quality scores. • Designed and delivered structured training and cross-skilling programs, significantly improving team capability and reducing error rates across the department. • Partnered with senior stakeholders and operations managers to analyse performance data, present findings, and drive actionable process excellence recommendations. • Maintained detailed compliance documentation, audit trails, and MIS reports ensuring full regulatory adherence and supporting continuous improvement initiatives.

Customer Service Executive at Serco, Feb 2014 - Jan 2016 · 2 yrs, Mumbai, Maharashtra, India, • Demonstrated a commitment to quality by consistently maintaining a 100% accuracy rate while reviewing customer queries related to their bank account. • Utilized SAP to efficiently make amendments to customer profiles, resulting in improved data accuracy and streamlined processes. • Exceeded performance targets by consistently taking on the maximum number of tickets, while ensuring all customer queries were resolved in a timely and efficient manner. • Fostered strong relationships with customers by providing personalized support and demonstrating a deep understanding of their needs and concerns. • Demonstrated strong problem-solving skills by identifying and resolving complex customer issues, resulting in a 20% reduction in customer complaints.

Senior Associate at Serco BPO Pvt. Ltd., Feb 2014 - Jan 2016 · 2 yrs, 1. Reviewed and resolved complex offline customer queries related to banking account operations, maintaining 100% quality accuracy on all processed cases. 1. Executed SAP amendments on customer profiles with precision, ensuring full data integrity, regulatory compliance, and zero error tolerance. 1. Consistently exceeded ticket volume targets while maintaining quality benchmarks, demonstrating strong ability to balance speed and accuracy under pressure. 1. Contributed to team quality reviews and assisted in identifying process gaps, laying the foundation for a quality-focused career progression.

Education

Bachelor of Commerce - BCom, Accounting and Finance, University of Mumbai

Higher Secondary School Certificate, University of Mumbai