Basant Jha

Experience

• 

  Genpact

  Aug 2018 - now

  * Manage and allocate daily work volumes to ensure client SLAs & TAT are met.* Responsible for engaging in problem solving on production related issues with team members.* Collaborated with team members on day-to-day KRAs including Production planning, floor adherences, coaching, calibration , One n One Connect, RCA bifurcations, Handled conflict scenarios and performance management.* Responsible for overall Operations quality performance monitoring, reporting and analysis by driving on-going focus and improvement in Right First Time delivery to contribute to client satisfaction.* Team management - Leads a team of Workflow Specialists, Responsible for leaves allotment, Roster Preparations and Accuracy expectations as per SLAs.* Engage closely with the team including SMEs, developing and maintaining a highly motivated and performance driven team.* Responsible to prepare periodic reports for management as necessary to track strategic goal accomplishment, Process knowledge, functionality specifically in the area of improvements.* Provided inputs and insights on trust and safety guidelines and policy enforcement to make process more efficient. Show less * Driving efficiency and effective matrix that client expectations were met within agreed specifications quality measurement standard. * Ensured to share site level and global level consistency reports which gave a global view to other sites as well on the performance.* Collaborated with team members on day-to-day KRAs including coaching, calibration , Maintained hands on RCA bifurcations, Handled conflict scenarios and performance management.* Conducted the RCA for process to understand the Gap areas and made action plan accordingly.* Prepared and conducted WBR and MBR slides to clients and POCs.* Created Reason , Action , Precision and Recall reports to keep visibility between management and stake holders.* Conduct performance action plan for team members– provide input into the learning and career plans for team members. * Report to the manager on performance, status and any escalations, Conduct team building activities to enhance motivation. * Provided inputs and insights on trust and safety guidelines and policy enforcement to make process more efficient. * Discussion with stake holders on day to day business update, trends and SLAs. Show less * Maintained on-call and ensured incoming tasks coming is responded on time to keep up the trust with clients by closing tasks in TAT. * Supported in multiple trust and safety content moderation crisis to keep platform safe for use by providing 24/7 floor support. Supported on high pri government related escalations queue with tight deadlines.* Day to day discussion with safety teams and act as escalation point of contact for policy related questions, issues and solutions.* Worked on high‐priority tasks to detect & evaluate violating content (Text and Audio )across the world implementing with company's norm. Show less * Review user‐generated content & profiles (either pre or post) within forums, audio, video, images liaising with the community guidelines.* Reviewed critical temporarily queue as per client requirement with immediate response.* Focus to review & policies guidelines and ensure they are up to date.* Work on high‐priority tasks to detect & evaluate violating content across the world implementing with company's norm. * Provide superior quality of customer service with the help of various AI & review tools. Show less

  • Front Line Manager

    Mar 2024 - now

  • Senior Quality Specialist

    Jun 2021 - Mar 2024

  • Process Developer- Content Moderation

    Aug 2021 - Jun 2022

  • Process Associate

    Aug 2018 - Jul 2021