Babbar Mirza

Babbar Ali Mirza - Content Analyst – Lead Operational Metrics, AI Operations, Management, High sensitivity Aiming for career enhancement opportunities in Operations with an organization of high repute. A seasoned professional with a proven track record of spearheading all the gamut of Contact Center Operations. 14+ years of experience in diverse fields like Customer Support (Voice, Email & Chat), Digital Marketing, Content Moderation, Ad Classification, Client Management, Fintech (AML/KYC, Sanctions Screening, Transaction Monitoring, Onboarding). Worked with various sectors like E- commerce/ITES/BPO/AI Ops managing multiple projects with 500 leading fortune companies, with a track record of producing extraordinary results and value Creation. & Technology, Trust & Safety, - - Hyderabad, Telangana M B A from SRM University Chennai, Tamilnadu Executing training initiatives for significant improvements in learning processes, quality & efficiency while utilizing resources and maintaining positive work environment Facilitating customer centric operations & ensuring their satisfaction by providing quick resolution of all queries Content Analyst - Lead–I AI Operations I Annotations I Family Safety I 2022 – Current Microsoft India R&D Pvt Ltd - Hyderabad, Telangana.  and maintaining service quality levels    English Hindi  Urdu Telugu  Tamil  Directed and empowered a team of 15–20 analysts working across deeply sensitive and high-stakes categories—Family Safety, Pornography, Terrorism, Mass Killings, Child Exploitation, Weapons, Drugs, and other high-risk verticals— ensuring zero compromise on user safety. Operated under stringent guidelines jointly crafted by Microsoft’s internal policies and US Federal directives, efficiently handling edge-case requests that fell outside standard protocols. Pioneered the integration of CoPilot and ChatGPT into FS workflows—feeding models with live, annotated datasets (Text, Image, GIF, Video) to continuously refine AI accuracy in content classification and sensitivity recognition. Relentlessly monitored and optimized key safety benchmarks: Throughput, Accuracy, Risk Scoring, Appeals & Escalation Handling, Data Privacy, and Quality Audits—ensuring excellence across every checkpoint. Designed and delivered scalable onboarding & SOP training for global hubs across Bangalore, Manila, Portugal, and Costa Rica, leveraging Teams, SharePoint, and PowerPoint to propagate compliance and consistency. Played a pivotal role in Project Himalaya, aligning secure annotation standards with global privacy frameworks and boosting annotation precision through realtime inter-team collaboration. As a Content Lead, successfully managed 35+ specialists across multiple concurrent projects, fostering a results-driven environment with a focus on resilience, confidentiality, and psychological safety. • Training & Quality - Lead–I Operations I Trust & Safety I Learning & Quality I (2016 – 2022) Accenture Solutions Pvt Ltd - Hyderabad, Telangana.        Led global Trust & Safety operations for a major online google ads platform, managing sensitive content escalations (child safety, graphic violence, hate speech) across multi-channel support systems. Directed seamless transitions for 11 batches across EMEA, India, and APAC regions, ensuring zero operational disruption and alignment with compliance and privacy protocols. Achieved 300% headcount growth (36 to 147 FTEs) in under 8 months by designing robust hiring, onboarding, and workforce planning strategies. Oversaw 50+ team members across multiple verticals, driving excellence in Quality/Accuracy, CSAT, AHT, Precision & Recall parameters and data confidentiality while embedding process discipline. Built high-trust relationships with Selling Partners and internal stakeholders by delivering transparent, timely, and context-aware resolutions. Spearheaded Ops-L&D collaboration, rolling out scalable training programs and best-practice frameworks that uplifted productivity and reduced rework. Led OCP (Operations Checkpoint) teams, nurturing a culture of critical thinking, independent problem-solving, and continuous performance improvement. Sr. Associate/QA I Operations I E Commerce I Learning & Quality I (2011 – 2016) Amazon India Development Center - Hyderabad, Telangana       Provided technical and operational support to Amazon sellers on the FBA (Fulfillment by Amazon) platform, resolving complex issues related to orders, sales, inventory, and fulfillment center escalations in the US,CA and EU market. Led and mentored a team of 15 associates, along with cross-training new teams on the floor, ensuring smooth onboarding and consistent knowledge flow across roles and regions. Specialized in Email/Chat-based customer service, focusing on technical ticket resolution while maintaining high CSAT, low AHT, and meeting KPIs like RPC, CBR, Quality, and Productivity. Oversaw Operations Checkpoint (OCP) teams of 25 members, driving alignment between operational goals, team development, and coaching feedback cycles. Collaborated with Training & Quality teams, conducting knowledge-sharing sessions and supporting process excellence through initial training and mentoring of QAs and SMEs. Generated daily/weekly performance reports, monitored customer experience metrics, and identified datadriven areas for service and process improvements. Onicra Credit Rating India Ltd -Business Analyst (2010 – 2012) ICICI Securities India Ltd-Relationship Manager (2009 -2010)  Led cross-functional operations for AI Family Safety & Trust & Safety verticals, overseeing 50+ team members while ensuring SLA adherence across multi-channel support (Chat, Email, Phone).  Spearheaded Commerce/Ads Onboarding and global project transitions, streamlining workflows, enhancing customer experience, and ensuring timely delivery with zero disruption.  Owned compliance oversight, implementing sanctions screening, conducting regular risk audits, and designing training programs to ensure operational integrity.  Drove strategic planning, including capacity forecasting, headcount allocation across 3 PAs, and associatechannel mapping based on volume trends and project needs.  Managed client & stakeholder engagement, conducting weekly, monthly, and quarterly business reviews while proactively addressing roadblocks and solutioning for new business.  Recognized for innovation, winning top prizes in Microsoft Hackathon, RoboRumble, and Ideathon for costefficiency, language accessibility, and employee happiness initiatives.  Played a key SPOC role, ensuring stability during leadership transitions, mentoring new hires, and successfully converting pilot projects into high-impact, revenue-generating operations • • Business Process Improvement • Root Cause Analysis/RCCA • Stakeholder Management • 360 Feedback • Leading Effective Team Meetings • Time & Motion Study • Coaching & Feedback • Retention Strategies • Time Management I, Babbar Mirza, hereby declare that the information contained herein is true and correct to the best of my knowledge and belief. Hyderabad, Telangana.