Gaurav Geetha Ramachandran

- Lead global capability, site operations, and end-to-end delivery governance for Independent Quality Assurance (IQA) programs
across multiple vendors, regions, and international delivery environments.

- Delivered P&L for the year 2025-2026, optimizing cost-to-serve margins, vendor spend, and resource allocation to consistentlyexceed financial targets by 9% and drive sustainable business growth.

- Spearheaded the strategic setup, launch, and scale-up of IQA operations across Bucharest and global delivery sites, driving
workforce planning, hiring, training, process design, and full operationalization of business-critical programs.

- Enabled AI-powered audit transformation by leveraging transcript-driven insights to accelerate audit workflows, improve
stratified sample identification, and enhance quality opportunity detection for AoA teams.

- Oversee cross-site business performance and operational excellence, consistently delivering 90% accuracy while surpassing
client-defined precision, recall, and quality benchmarks.

Own enterprise-level operational KPIs, workforce planning, and governance frameworks, strengthening policy adherence, risk
mitigation, delivery stability, and high-performance execution from program inception.

Supported program-level financial performance, driving a ~6% positive impact on operating margins through strategic
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capacity optimization, process enhancements, and superior quality output.
Directed large-scale multilingual Trust & Safety Quality operations across 11 languages, overseeing Annotations (40+ HC), Ads
Moderation (100+ HC), and Ad Labelling (120+ HC) programs while driving excellence in quality, policy compliance,
operational performance, and end-customer experience.
Led capability development and continuous improvement initiatives across approximately 200+ headcount, collaborating with
cross-functional stakeholders to successfully deliver 6 Lean Six Sigma and Data Green Belt projects that generated ~11%
quality improvement, ~32% process efficiency gains, and approximately $362K in measurable business impact.
Achieved >98% operational precision through root-cause-analysis-driven policy, product, and process enhancements, while
enabling >99% quality data generation to strengthen AI/ML model accuracy, scalability, and reliability.
Designed and deployed decision-tree frameworks for HITL transaction workflows, reducing handling effort and average
handling time (AHT) while improving review accuracy and consistency across complex moderation operations.
Enhanced governance frameworks, reporting rigor, and global stakeholder alignment, significantly improving program
consistency, execution discipline, and operational excellence across international Trust & Safety programs.

Led product-aligned fintech operations governance for approximately 360+ headcount across multi-site, 24x7, multilingual (11-
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language) delivery environments supporting Merchant Support, Merchant KYC, and Live KYC programs.
Successfully enabled large-scale operational expansion from 25 to 360+ headcount by developing robust capability frameworks,
knowledge management systems, training infrastructure, and quality governance models to support customer-centric service
excellence.
Led automation-driven CX enhancements by implementing automated payment-flow response systems to reduce call volumes
and proactive KYC trigger mechanisms for merchant verification, driving a 7% increase in CSAT.
Collaborated closely with product and merchant payments teams on new product launches, payment flow design, and
dogfooding initiatives, leveraging frontline operational insights to drive product enhancements, process optimization, and
customer experience improvements.
Enhanced business intelligence and operational visibility by implementing performance dashboards and reporting frameworks
for training readiness, quality assurance, process effectiveness, and customer-impact metrics, contributing to approximately 22%
gains in operational efficiency and effectiveness.
Ensured uninterrupted business continuity during COVID-19 by successfully transitioning 100% of support operations to
alternate service channels while maintaining customer support quality and delivery standards.

Spearheaded enterprise-scale quality, policy, and compliance governance for Ads operations supporting approximately 390+
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headcount across multi-site, 24x7 service delivery covering ANZ, APAC, UK, and North American markets.
Implemented advanced proactive quality assurance (POWER) and operational compliance/risk frameworks (RISC), significantly
enhancing governance standards, service consistency, audit preparedness, and customer-impact management.
Drove measurable operational excellence, delivering approximately 8% process efficiency gains, 3% CSAT improvement, and
7% handling-efficiency enhancement through floor-level performance programs, AHT optimization, and targeted bottom
quartile manager development initiatives.
Reduced interquartile quality performance variance from approximately 6% to below 2%, substantially improving service
consistency, operational quality, policy adherence, and overall customer experience outcomes across teams.

Executed compliance, governance, and risk audits across large-scale Ads operations supporting 300+ headcount within multi
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• site, 24x7 delivery environments spanning ANZ, APAC, UK, and North American markets.
Played a key role in developing and implementing the organizations first operational compliance and risk assessment
framework (RISC), establishing robust governance controls, audit protocols, and risk management mechanisms.
Identified operational gaps through comprehensive risk assessments and audit reviews, enabling targeted mitigation strategies
that improved business performance by approximately 8% over historical benchmarks.

Led quality assurance, capability development, and new-hire training initiatives for Ads Support teams, successfully supporting
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site expansion to 300+ headcount through structured onboarding, coaching, and performance frameworks.
Designed and delivered comprehensive Google Ads training programs covering ad formats, campaign optimization strategies,
policy compliance, and customer-centric service excellence, achieving over 95% training completion rates.
Enhanced operational quality by approximately 4% through transaction monitoring, knowledge assessments, targeted
retraining, and performance coaching focused on policy adherence and superior customer experience.

Provided high-quality customer support for Google Ads Search and Display platforms, resolving campaign-related queries, policy
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• compliance concerns, and account-level issues through phone, chat, and email channels.
Earned the prestigious Customer WOW Award for delivering exceptional service quality, superior customer satisfaction, and
outstanding support performance across global operations.
Developed strong foundational expertise in digital advertising operations, including campaign management, Google Ads policies,
performance optimization, and data-driven client support.