Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
PAVIETHRA SUNTHARAJAN
Quality Assurance Labeling Specialist
Summary
Dynamic Quality Assurance Labeling Specialist at Bytedance Precision Sdn Bhd, adept in data analysis and policy expertise. Proven track record in enhancing quality standards and driving customer satisfaction through effective team collaboration. Recognized for optimizing processes and delivering actionable insights, ensuring compliance and user safety across diverse platforms.
Overview
5
5
years of professional experience
7
7
years of post-secondary education
4
4
Certifications
3
3
Languages
Work History
Quality Assurance Labeling Specialist
Bytedance Precision Sdn Bhd
11.2024 - Current
- Act as the 2nd line quality auditor to check BPO vendor's quality result and ensure overall monetization security.
- Execute both quantitative and qualitative analyses of data and trends to proactively deliver insights, define goals, and drive improvements.
- Participate in quality calibrations with BPO vendor teams to continuously drive their policy understanding and quality result.
- Participate in the development of quality inspection standards and continuously optimize the process and system platform.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
Appeals Specialist
Bytedance Precision Sdn Bhd
04.2024 - 11.2024
- Acted as the pivot role to bridge customer (both internal & external) and Ads Integrity team to handle their daily queries and questions.
- Executed both quantitative and qualitative analyses of data and trends to deliver insights on various of dimensions such as policy, system, process to drive for the optimization to continuously improve customer satisfaction.
- Acted as a departmental resource on appeals matters.
- Assisted in refining company policies surrounding claims denials management by sharing insights gleaned from experiences working on various types of appeals cases.
- Expedited resolution times for appeals cases by efficiently managing workload and prioritizing urgent matters.
Content Moderator
Bytedance Precision Sdn Bhd
04.2022 - 04.2024
- Review content on short-video platforms and conduct content quality control in Southeast markets to ensure the contents comply with local policies, regulations, culture and user safety.
- Enhanced user experience by diligently monitoring and removing inappropriate content from the platform.
- Handle fraudulent and reports with respect to users and the community.
- Interpret and apply complex policies and guidelines to content by understanding the review policies and guidelines.
- Analyze the risk level of incidents and assess the safety status of the community and products.
Customer Service Quality Analyst
Webhelp Sdn Bhd
02.2021 - 04.2022
- Assessed calls and emails to ensure they meet quality standards.
- Offered specific and actionable feedback to agents, focusing on strengths and areas for development.
- Tracked key performance indicators (KPIs) such as customer satisfaction (CSAT), first call resolution (FCR), and agent performance to identify trends and areas for improvement.
- Performed regular audits of customer interactions to ensure adherence to quality standards.
- Created reports that summarize agent performance and highlight trends in customer service quality.
Customer Service Executive
Webhelp Sdn Bhd
08.2020 - 02.2021
- Handled inquiries through live chat and calls from Australia,New Zealand and Singapore consumers.
- Performed callback to the customers if needed
- Escalated cases to the relevant department.
- Provide immediate solution without delay.
- Handled technical issues which related to the Shopee App, Disney App and websites.
Education
Masters in Human Resources Development -
Universiti Putra Malaysia
Malaysia 03.2023 - Current
Bachelor in Entrepreneurship (Retailing) -
Universiti Malaysia Kelantan
Malaysia 09.2017 - 11.2022
Skills
Policy Expertise
Analytical Thinking
Team Collaboration
Quality Assurance
Customer Relations
Technical Proficiency
Detail-Oriented
Data Analysis
Policy Expertise
Software
Google Workspace (Docs, Sheets, Slides, Gmail)
Collaboration Tools (Slack, Microsoft Teams, Zoom, Lark)
Case Management Systems (Salesforce, Zendesk, Freshdesk, TCS, Ticket Platform, BI Client, StartAI)
Certification
Understanding Cloud Computing
Timeline
Quality Assurance Labeling Specialist
Bytedance Precision Sdn Bhd
11.2024 - Current
Understanding Cloud Computing
10-2024
Appeals Specialist
Bytedance Precision Sdn Bhd
04.2024 - 11.2024
Lean Six Sigma Black Belt Certification (LSSBB) - International Association for Six Sigma Certification.
11-2023
Conflict Management
11-2023
Young Leadership Program
10-2023
Masters in Human Resources Development -
Universiti Putra Malaysia
03.2023 - Current
Content Moderator
Bytedance Precision Sdn Bhd
04.2022 - 04.2024
Customer Service Quality Analyst
Webhelp Sdn Bhd
02.2021 - 04.2022
Customer Service Executive
Webhelp Sdn Bhd
08.2020 - 02.2021
Bachelor in Entrepreneurship (Retailing) -
Universiti Malaysia Kelantan
09.2017 - 11.2022
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