Neha Saxena

Senior Manager @Wipro

Hyderabad, IN

KEY RESPONSIBILITIESTeam Leadership:Lead a robust team of 60+ Quality Analysts, four team leader and one Deputy Manager – Quality in a global content moderation project focused on ensuring user safety and platform integrity.Trust & Safety Oversight:Strategize and implement trust & safety measures to detect, review, and eliminate harmful or non-compliant content, ensuring adherence to platform policies and legal standards.Client Engagement & Escalation Management:Act as the primary point of contact for client escalations, offering rapid resolution and insights-driven communication to maintain client trust and satisfaction.Quality Governance:Oversee quality control frameworks, audit processes, and performance metrics to uphold high moderation standardsPolicy Implementation:Interpret and disseminate content moderation policies across teams, aligning workflows with evolving community guidelines, local regulations & integrity standards.Stakeholder Communication:Collaborate with internal stakeholders, including Operations, Policy, Training, and HR, to ensure alignment on moderation goals and organizational values.Mentorship & Development:Guide and mentor team members through coaching and career development planning, fostering a culture of ownership, accountability, and decision-making.KEY ACHIEVEMENTSSuccessfully handled multiple high-priority client escalations with 100% resolution within SLA.Played a key role in enhancing QA accuracy by 5% through calibration sessions, RCAChampioned initiatives for mental well-being and burnout prevention for moderators dealing with sensitive contentReduced audit discrepancies by implementing a tiered feedback systemConsistently maintained platform compliance with global trust & safety standards and local legal mandates.TECHNICAL SKILLSContent Moderation PlatformsTrust & Safety ProtocolsQuality Assurance Metrics & DashboardsClient Escalation HandlingExcel, Power BI (basic)

Invertis University

BCA, Computer Science

SVKM's Narsee Monjee Institute of Management Studies (NMIMS)

Executive MBA, Business Administration and Management, General