About

Escalation Specialist with 3+ years managing high-priority content and policy escalations within Trust & Safety and AI operations at scale. Proven ability to investigate incidents, coordinate cross-functional resolution, and hold 98%+ quality accuracy while reviewing 1,000+ content items daily.

Experience3

1. G

   Process Developer — Escalation Specialist

   Aug 2025 — Present

   Genpact · Hyderabad, India

   Manage high-priority content and policy escalations, investigating incidents and coordinating with cross-functional teams to drive timely resolution within SLA targets. Design and iterate on evaluation prompts to test LLM outputs for accuracy, tone, relevance, and policy compliance across 1,000+ daily content items. Assess AI-generated content for hallucinations, bias, hate speech, misinformation, and adult content, maintaining a 98%+ quality accuracy rate against Trust & Safety policy standards.

   • Maintained 98%+ quality accuracy while reviewing 1,000+ content items daily.
   • Built Excel/BI dashboards to track escalation volume and SLA performance.
   • Mentored and trained a team of 5+ junior analysts.
2. G

   Process Associate — Content Quality & LLM Data

   Dec 2022 — Aug 2025

   Genpact · Hyderabad, India

   Evaluated and labeled 1,000+ pieces of user-generated and AI-generated content daily, building deep expertise in output quality, policy enforcement, and model behavior. Identified systematic LLM output failures and documented prompt patterns that triggered policy violations or inconsistencies.

   • Created structured annotation and evaluation guidelines adopted team-wide.
   • Collaborated with QA and product teams to refine content policies.
3. SM

   Content Quality Analyst Intern

   Sep 2021 — Apr 2022

   Samsung Mobile · Internship · Hazaribagh, India

   Performed data annotation and labeling for AI/ML moderation models, directly contributing to training dataset quality for generative systems. Conducted QA reviews of AI moderation decisions across social platforms.

   • Produced weekly Excel reports analyzing flagged content patterns.
   • Contributed to AI training data quality by annotating thousands of samples.

Education2

• SM

  Master of Computer Applications (MCA)

  2024 — 2026

  Sikkim Manipal University

  Computer Science & AI Systems

• VB

  Bachelor of Arts

  2015 — 2018

  Vinoba Bhave University

  English Language & Literature

Certifications1

• Advanced Google Analytics

  Google