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
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
Similar Profiles
Yichen ZhaoYichen Zhao
Freelance writer at ByteDanceFreelance writer at ByteDance
Shaik NizamuddinShaik Nizamuddin
Market Lead (Tableau Developer) at ByteDanceMarket Lead (Tableau Developer) at ByteDance
Gerrid LandayanGerrid Landayan
Data Center Technician at BytedanceData Center Technician at Bytedance
MOHD FAIZAN MOHD FARIZMOHD FAIZAN MOHD FARIZ
Senior Manager Analyst at PETRONASSenior Manager Analyst at PETRONAS
Azrie BakriAzrie Bakri
Software Engineer at SEEKSoftware Engineer at SEEK