Suman Kumar Sah

About Suman Kumar Sah

I have 10 years of extensive experience in the Trust & Safety domain, including content reviewing, auditing, and team management.I am an effective communicator with strong problem-solving, presentation, organizational, and administrative skills, along with experience in handling customers and managing high workloads within strict deadlines.I have a strong passion for solving challenging business problems and collaborating with teams to develop focused strategies that achieve better results.I am passionate about creating and leading high-performing teams to develop solutions that generate measurable customer success.Currently, I am supporting and managing more than 25 representatives.I have expertise in improving team performance by creating action plans to enhance market consistency.I have managed Primary Quality Audit TAT, which is a core SLA for the process.I take responsibility for setting daily targets, defining process narratives, planning allocation strategies, and sharing process updates.I am focused on achieving team objectives and maintaining high customer satisfaction.I understand process gaps well and handle client queries efficiently and effectively.I manage Feedback Tracker, Calibration Tracker, and Leave Tracker.I identify bottom performers in the team and implement a ring-fencing methodology to improve their performance and consistency.

Experience

1. Quality Analyst

   Genpact

   Aug 2024 — Present · Hyderabad, IN

   Currently supporting 25+ representatives for the India Hindi Message Review team, ensuring quality, productivity, and SLA adherence.Manage Primary Quality Audit TAT, maintaining accuracy and meeting core SLA requirements.Create performance improvement action plans to improve market consistency and overall team quality.Set daily production targets, manage workload allocation, and communicate process narratives and updates to the team.Monitor team performance metrics and ensure alignment with operational and customer satisfaction goals.Identify low-performing agents and implement ring-fencing strategies with coaching and mentoring to improve consistency.Handle client queries and process escalations by identifying process gaps and providing timely resolutions.Maintain operational trackers including Feedback Tracker, Calibration Tracker, and Leave Tracker for performance monitoring and reporting.Lead team meetings, coaching sessions, and performance discussions to drive continuous improvement.

Education

• Sikkim Manipal University - Distance Education

  Master of Computer Applications - MCA

• Lalit Narayan Mithila University, Darbhanga

  Bachelor's degree

• Lnmu Express

  Bachelor of Science