Hi, I’m
JESS NANGKAI
Quality Assurance Analyst
Kuala Lumpur
Summary
Results-driven Senior Quality Analyst with over 10 years of expertise in quality assurance, customer service, and content moderation within global BPO and tech environments. Proven track record in leading cross-functional initiatives, managing QA projects, and implementing data-driven strategies to enhance compliance and elevate service standards. Advanced skills in CRM, policy enforcement, staff coaching, and risk management. Holds a Bachelor's degree in Mass Communication with a specialization in Public Relations, combining technical proficiency with strong communication abilities to drive organizational success.
Overview
21
years of professional experience
2005
years of post-secondary education
2
Languages
Work History
ByteDance
Quality Assurance Analyst – Safety Model Operations
10.2024 - Current
Job overview
- Act as senior QA lead, proactively driving initiatives and promoting cross-functional collaboration (XFN).
- Conduct in-depth case analyses and apply quality control methodologies to improve moderation accuracy.
- Lead long-term projects including rule development, data QA, and evaluation sampling.
- Coordinate internal and BPO teams to execute project deliverables effectively.
- Serve as the final arbiter on complex quality-related decisions.
- Identify and manage content risks, with a strong understanding of moderation, labeling, and evaluation processes.
- Collaborate on interview evaluations and internal process alignment.
ByteDance
Content Moderator
01.2023 - 10.2024
Job overview
- Ensured legal compliance and safety of content on TikTok.
- Reviewed flagged content and maintained platform standards.
- Supported policy enforcement and coordinated with internal teams for sensitive cases.
- Contributed to continuous improvement of content moderation strategies.
ByteDance
Quality Assurance Analyst
08.2022 - 01.2023
Job overview
- Mentored and trained new QA analysts on best practices.
- Improved workflows through issue identification and process optimization.
- Promoted a culture of collaboration and quality awareness.
Concentrix
Senior Quality Evaluator (Facebook AR/VR)
08.2020 - 07.2022
Job overview
- Monitored email/chat interactions and provided actionable feedback.
- Conducted CSAT analysis and daily team huddles for performance updates.
- Published daily internal communications on quality improvements.
AIG
Quality Assurance Specialist
08.2019 - 08.2020
Job overview
- Monitored sales calls for compliance with AIG standards.
- Evaluated agent performance and provided detailed reports.
- Facilitated calibration sessions across departments to ensure quality alignment.
PayPal
Protection Services Executive
12.2015 - 08.2019
Job overview
- Resolved claims and disputes per PayPal policy.
- Investigated fraud/money laundering cases and escalated accordingly.
- Delivered exceptional customer service with empathy and accuracy.
Aegis BPO
Team Leader – Fundraising & Customer Surveys
03.2013 - 04.2015
Job overview
- Led teams across campaigns for Unicef, WWF, Samsung, and Perodua.
- Managed team KPIs, hiring, and training.
- Prepared performance reports and participated in client negotiations.
Aegis BPO
Senior Quality Analyst
02.2010 - 03.2013
Job overview
- Audited calls for assurance and telesales campaigns.
- Coached agents, developed quality programs, and improved client satisfaction.
Symphony BPO
Customer Service Specialist
02.2005 - 02.2010
Job overview
- Provided inbound support for FedEx, Prudential, Starhub (Singapore).
- Resolved customer concerns with proactive and effective solutions.
- Handled claims, logistics inquiries, and subscriptions.
Education
Universiti Teknologi MARA
Bachelor of Mass Communication from Public Relations
Skills
Quality Assurance & Evaluation
Customer Experience Management
Cross-Functional Collaboration (XFN)
Policy & Risk Compliance
Team Training & Coaching
Data Sampling & Analysis
Quality assurance
Root-cause analysis
Quality processes
Improvement recommendations
Mentoring and training
Group presentations
Collaboration and communication
Call monitoring
Quality management
Teamwork and collaboration
Customer service
Relationship building
Timeline
Quality Assurance Analyst – Safety Model Operations
ByteDance
10.2024 - Current
Content Moderator
ByteDance
01.2023 - 10.2024
Quality Assurance Analyst
ByteDance
08.2022 - 01.2023
Senior Quality Evaluator (Facebook AR/VR)
Concentrix
08.2020 - 07.2022
Quality Assurance Specialist
AIG
08.2019 - 08.2020
Protection Services Executive
PayPal
12.2015 - 08.2019
Team Leader – Fundraising & Customer Surveys
Aegis BPO
03.2013 - 04.2015
Senior Quality Analyst
Aegis BPO
02.2010 - 03.2013
Customer Service Specialist
Symphony BPO
02.2005 - 02.2010
Universiti Teknologi MARA
Bachelor of Mass Communication from Public Relations
04.2004