Headline

Quality Analyst & Operations Leader | AI/ML Learner (IIT Guwahati) | Team Leadership · Process Improvement · Data Analytics | Accenture | Open to QA, Ops, Analytics & AI Roles

About

With 10 years of experience spanning Quality Assurance, Operations, and Project Coordination across Accenture, Wipro, and Lionbridge, I bring a proven record of turning process gaps into measurable outcomes. At Accenture (8+ years), I have consistently maintained 95%+ SLA compliance, reduced rework by 20% through targeted process improvements, and automated reporting workflows that saved significant operational hours every month — all while coordinating cross-functional teams and managing stakeholder communications. I am now expanding into Data Analytics and AI — currently completing a Professional Certificate in GenAI and Machine Learning from IIT Guwahati — to add a data-driven edge to my operational expertise. Recent hands-on projects include restaurant sales forecasting using ML models (Linear Regression, Random Forest, XGBoost) and deep learning (LSTM), along with EDA and Python programming. 🎯 What I bring to a Team Leader or Operations Manager role: → SLA governance and quality audit frameworks → Process re-engineering and rework reduction strategies → Cross-functional stakeholder management → Reporting automation and performance dashboards → AI/ML foundations for data-informed decision-making 📍 Mumbai, India | Open to: Team Lead | Operations Manager | QA Lead | Data Analyst | AI-enabled Ops Roles

Location

Mumbai Metropolitan Region

Work experience

Quality Analyst at Accenture, Apr 2018 - Present · 8 yrs 3 mos, Navi Mumbai, Maintained 95%+ SLA compliance consistently across client accounts, contributing directly to improved CSAT scores and renewed contracts. Reduced team rework by 20% by identifying root causes through structured quality audits and implementing targeted training interventions. Automated monthly and weekly reporting processes using Excel macros and dashboards, saving 15+ operational hours per month. Designed and presented Weekly Business Review (WBR) decks to senior leadership, translating quality metrics into actionable insights. Led cross-functional calibration sessions to align quality standards across teams of 20+ associates. Mentored junior analysts on audit methodologies, feedback delivery, and process adherence protocols. Collaborated with operations and technology teams to identify automation opportunities, reducing manual effort across reporting cycles.

Project Coordinator at Lionbridge, Jul 2012 - Present · 14 yrs, Mumbai, End-to-end coordination of multilingual localization projects across 5+ language pairs, managing vendor timelines and quality checkpoints. Executed QA reviews on translated content to ensure linguistic accuracy, brand consistency, and compliance with style guides. Delivered Desktop Publishing (DTP) services ensuring formatting integrity across all language versions. Facilitated weekly stakeholder calls with senior management, proactively flagging risks and resolving delivery bottlenecks.

Associate at Wipro, Oct 2016 - Mar 2018 · 1 yr 6 mos, Mumbai, Managed a daily queue of 50+ customer email queries with 100% SLA adherence and high accuracy on account updates. Maintained data integrity across frequent mile adjustment and account modification workflows, achieving near-zero error rates. Recognized for consistent quality performance and attention to detail in high-volume transactional processing. Contributed to process documentation efforts to standardize query resolution workflows across the team.

Project Coordinator at KJI International, Nov 2014 - Jul 2015 · 9 mos, Mumbai, Coordinated multilingual project workflows between internal management and third-party translation vendors. Performed quality assurance reviews on translated deliverables, maintaining consistency with established style and quality standards. Supported DTP operations and produced formatted outputs for client delivery.

Education

Professional Certificate, GenAI and Machine Learning, Indian Institute of Technology, Guwahati

Bachelor's management Studies, Marketing, Mumbai University Mumbai