Nurul Tasha NM
Singapore
Summary
I'm a high-achieving and detail-oriented individual with a strong work ethic. With experience in data annotation, quality assurance, and project management, I excel in fast-paced environments and consistently meet or exceed targets. My background includes working with top companies like Accenture and Meta, where I've successfully managed projects, trained teams, and developed new platforms.
I hold a Post-Graduate in Data Science and Artificial Intelligence, along with other certifications in data analytics, identity management, and counseling psychology. I'm a quick learner, team player, and independent worker who can adapt to new situations and prioritize tasks effectively.
Overview
7
7
years of professional experience
Work History
APAC Partner Success Analyst (Vendor Quality)
TikTok
11.2024 - Current
- Build relationships with training and quality teams
- Create frameworks for action planning and metric management
- Serve as cross-region/partner link for multi-region markets
- Manage key issues: quality improvement, policy rollouts, ecosystem changes
- Drive metric improvement initiatives
- Conduct deep dives into Partner RCAs
- Collaborate with Training and Performance Improvement team
- Support policy rollouts and process changes
- Coach Partner QA teams
- Attend internal calibration sessions and cascade with Partners
- Address underperformance
- Support big policy changes
- Ensure quality measurement process alignment
- Advocate for moderation teams
- Maintain high policy knowledge standards
- Track new queue launches and confirm partner capacity
- Work with IH Advisors on risk escalation
- Monitor and advise on risk
- Ensure timely reporting
- Facilitate communication between partners and teams
Data Annotation Specialist | Content Generation Specialist
ByteDance
03.2024 - Current
- Ranked 4th globally in 17 days
- Set record for highest productivity & accuracy
- Generated content for LLM via creative writing
- Ensured Safety, Helpfulness, Honesty, and Harmlessness in LLM
- Utilized HitL for machine learning
- Evaluated generated content via blind labeling
- Supported data classification and taxonomy
- Conducted daily reviews with global teams
- Analyzed data samples for accuracy and recall
- Improved AI algorithm recognition and machine learning
- Optimized data annotation processes
- Gained experience in data production for LLM training
- Developed specialized skills in data formats and content
- Collaborated with product teams to enhance processes
- Worked with tech teams to understand data impact in AIGC and LLM
- Utilized SFT and RLHF for LLM tasks
- Led task forces/projects in operational domains
Global Senior Quality Assurance Specialist
Accenture, Meta/Facebook
02.2021 - 12.2023
- Promoted to Senior QA Specialist in 6 months, leading a tenured team.
- Conducted audits to ensure high standards in the QA department.
- Participated in weekly deep dives to identify areas for improvement and scalability.
- Contributed to business reports (WBR/MBR/QBR) and delivered updates to stakeholders.
- Completed regular audits, held 121s with analysts, and performed global QA calibration.
- Analyzed data across Tableau, Productivity, and Deep Dives to inform process improvements.
- Piloted multiple projects, including revamped calibration templates and a QA audit framework.
- Fostered a quality-driven culture to deliver products rapidly and accurately.
- Presented findings to the Global QA Lead and provided monthly reports to product analysts.
- Developed and executed test strategies across Facebook advertising platforms.
- Implemented and evolved QA processes to ensure effective testing and scalability.
- Defined quality metrics and measurements to determine test effectiveness and product quality.
- Collaborated with engineering, product specialists, and infrastructure teams to leverage automation.
- Developed deep knowledge of complex data analytical products (e.g., Ads Manager, Events Manager).
- Utilized basic SQL and API skills to measure accuracy and verify user accesses.
- Triaged and debugged IT-related issues on the advertising platform.
- Mentored and trained team members and other product support teams.
- Worked with international teams across different time zones.
- Consistently surpassed internal KPIs and performance cards.
Client Services Executive
Zurich Intl Life Ltd
06.2019 - 01.2021
- Progressed to 2nd in-command in 8 months
- Handles in-bound calls and emails from mass market, wealth market, CEO offices
- Take on and assist Senior Business Manager with escalated calls/emails and real-time feedback/complaints
- Generate reports for MAS and conducts investigation on misaligned customer expectancies
- Support compliance office on investigative matters
- Manage clients’ and brokers’ expectations within SLAs
- Works with BPO teams based across international time zones (BGL, IOM, etc)
- Efficiently surpassed internal KPIs and performance cards whilst setting new SOPs
- Train new team members, and provide guidance and check on trainees’ work before graduating
Senior Officer
DBS Bank Limited
10.2017 - 03.2019
- Provide high-quality customer service, exceeding customer standards
- Effectively handles both calls and chats concurrently
- Exceed internal KPIs (125% score) and performance cards
- Being able to understand customer’s needs and providing appropriate and personalised solutions
- Constantly seek to improve personal skillset by attending internal courses
- Team’s overall escalation point, attending to live, real-time feedback/complaints
- Timely and accurate execution of customer requests
- Train new team members, and provide guidance and check on trainees’ work
- Provides appraisals and feedback for team during MoY and EoY performance to Ops Manager
- Team Overall-In-Charge
- Top 5 CSOs contact centre-wide
- Year-to-Date score: 93%
- Average call/hour target: 13.58
- Actual call/hour result: 14.45
Education
Post-Graduate - Data Science
Aventis Graduate School
Singapore10-2024
Bachelor of Arts - Counseling Psychology
Murdoch University
Singapore10-2019
Skills
- Customer relationship building
- Performance analysis
- Knowledgeable in TikTok emerging products
- Knowledgeable in Meta advertising products
- Operations management
- Client relationship management
- Conflict resolution
- Data analysis
- Workflow optimization
- Vendor management
Languages
English
Bilingual or Proficient (C2)
Malay
Bilingual or Proficient (C2)
Indonesian
Bilingual or Proficient (C2)
Courses & Certificates
Jan 2024 - Six Sigma (Yellow, Green Belt)
Jan 2024 - Google Analytics Certificate
Jan 2024 - Google Ads Search Certificate
Jan 2024 - Google Ads Display Certificate
Apr 2022 - Google Data Analytics Professional Certificate
1. Aventis Graduate School - Post Graduate Dip in Data Science and Artificial Intelligence
Jan 2024 - Jul 2024 Online Graduate Diploma Attained
2. Alison - Dip in Identity and Access Management
Jan 2024 - Jan 2024 Online Diploma Attained
3. Murdoch University - Bachelor of Arts in Psychology
Jan 2019 - Feb 2022 Incomplete degree, break at final year
4. Kaplan Higher Edu Institute - Dip in Counselling (Psychology)
Jul 2015 - Aug 2017 Diploma Attained
5. ITE College East - Higher Nitec
Apr 2010 - Apr 2012 Biotechnology
- Data Mining
- Data Visualization
- Data Analysis with R
- Spreadsheets, MS Suite, Google
- SQL, Tableau, R, API
- Lark
Awards
Apr 2023 - Brilliance @ Basics (Accenture)
• Taken at career relevelling
Learning effective leadership skills
How to manage a team and delegate tasks
Caring about your team
Apr 2022 - Certificate of BPS Quality Training (Accenture)
- Graduate of Quality Assurance training
- Audit cases on daily basis to ensure qualitative and quantitative goals and objectives are met and compliant to requirements
- Contributes to and participate in monthly calibrations
Jan 2019 - Effective Chatter #3 (DBS Bank)
- Featured in monthly internal newsletter
- Maintaining Respectfulness, Easy, Dependable qualities while performing for productivity
- Providing tips and techniques to share with other analysts
May-Jul 2018 - Client Comforter Award (DBS Bank)
• Highest Compliments (Centre-wide)
Jan 2018 - Service Genin (DBS Bank)
• Best New Comer
• Service Level Agreement: 155% average
Compliments: 10 points (maximum score possible)
Timeline
APAC Partner Success Analyst (Vendor Quality)
TikTok
11.2024 - Current
Data Annotation Specialist | Content Generation Specialist
ByteDance
03.2024 - Current
Global Senior Quality Assurance Specialist
Accenture, Meta/Facebook
02.2021 - 12.2023
Client Services Executive
Zurich Intl Life Ltd
06.2019 - 01.2021
Senior Officer
DBS Bank Limited
10.2017 - 03.2019
Post-Graduate - Data Science
Aventis Graduate School
Bachelor of Arts - Counseling Psychology
Murdoch University
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