Rounak Gupta

Responsible for end-to-end operations delivery, acting as an interface between client and operations teams. Key responsibilities include ensuring adherence to SLAs, driving process improvements (productivity, quality, TAT), providing coaching, client management, creating workforce requirement plans, and managing team appraisals and attrition reduction.

Managed a team of 15-20 annotators, overseeing manual testing of voice bots and reporting errors. Responsibilities included team onboarding/training (Intent tagging, Call monitoring, Entity tagging), ensuring quality deliverables, troubleshooting, managing external vendors, and acting as an SME for ML Engineers to enhance voice bot intents.

Managed operations delivery, ensuring alignment with TAT and SLA. Duties included providing ongoing support and motivation, monitoring shrinkage and attrition, measuring team performance metrics, handling escalations, and acting as an SME to recommend business performance improvements. Managed large teams (up to 200 ITES Executives).

Worked on projects related to Machine learning, Computer Vision, NLP, and data services. Tasks included data labeling, data annotation, drawing Bounding Boxes, Polygon Annotation, and Semantic Segmentation. Handled Entity Classification, Linking, Sentiment, and Intent Analysis for AI training data.