Summary
Overview
Work History
Education
Skills
Certification
References
Hobbies
Timeline
Generic

Yu Zee Yeap

Batu Feringgi

Summary

Quality analyst with 7 years of experience in multinational organizations, specializing in platform safety, community standards, and high-quality output, with strong skills in data analysis, risk evaluation, and market trend monitoring to identify threats and implement preventive solutions. Brings 5 years of team management experience leading cross-country stakeholders to ensure smooth operations and continuous improvement, along with 2.5 years in digital marketing in performance marketing industry focused on account management, campaign optimization, business strategy planning, and integrating external platforms with internal systems for real-time conversion tracking and prompt issue resolution; with proven positive result.

Fast learner and willing to take all kind of challenges to further my skills and knowledge. Always work smart to maximize outcome with limited available resources. Willing to relocate.

Overview

9
9
years of professional experience
3
3
Certifications
4
4
Languages

Work History

QA Team Lead

ByteDance - TikTok
03.2023 - Current
  • Experience in covering APAC-EU, AU GT, TM GT markets - Head-count forecast and manpower planning for business support
  • Align with business change from the change logic and work closely with XFN to provide immediate support following operation’s needs
  • Collaborate with SPO team in launching AIM project for Themis training (video/visual based training)
  • Collaborate with XFN to optimize internal system features/interface - ROCK & Juren platform for better user friendly
  • Support KOM project launch to identify issues (data/metrics performance issues, automation issues, trigger points issues) and propose solution to ensure smoother KOM launch at global level. Designed an automated RCA tool from base to conduct RCA on APAC level and provide ops with immediate case analysis for coaching needs to increase efficiency of feedback and action plan.
  • Business strategic planning to ensure no delay in business support for internal and external stakeholders
  • Identify potential issues, understand root cause and confidently provide solution to ensure smooth operation process
  • Conduct weekly catchup session with the team to set expectation on business objective and goal, organization structure and plan, R&R for team member
  • Plan and optimize workflow with limited resources to ensure team member well-being
  • Tactical team management to ensure building performing team
  • Conduct dedicated 1-1 session with team members to provide timely support and career growth
  • Resolving escalation from different departments and form a quality inspection report with comprehensive RCA and action plan
  • Establish standard weekly reporting SOP to optimize team member workflow
  • Participate in development of quality inspection standards and continuously optimize the process and system platform

Quality Market Point of Contact

ByteDance - TikTok
07.2021 - 02.2023
  • Assisting TL to manage KL QA team on task assignment, resolving employee issue, and calculating employee productivity
  • Measure policy gaps and setting policy alignment for handling market(s)
  • Reading market(s) trend and partner with other departments (Policy team, BP team, Workflow team, Process team, SOP team) to set policy guidelines alignment align with SOP and business requirement
  • Collaborate with cross functional team to standardize and implement moderation SOP for new queues/project launch
  • Create and optimize excel formula for data analysis to produce comprehensive weekly or monthly reports to QA team and Ops team
  • Conduct training sessions for new joiners including Quality Analysts, Market Specialists, Partnership Quality Assurance, SME - Handling issue relating to AUNZ/MY/SG/TW markets - review and manage escalation of harmful livestreaming trend in line with Tiktok’s community guidelines
  • Final decision maker for appeal process
  • Analyze QA and moderators’ quality and provide comprehensive RCA and improvement plan on weekly and monthly basis
  • Conduct coaching session for under-performance QA(s) and SME(s)
  • Attend weekly business review meeting and LIVE team global business meeting to share insight for handling market(s)
  • Manage market level badness quality, moderation accuracy and sampling quality to ensure alignment and accurate enforcement on live content
  • Manage individual and team level performance reports with action planning on improvements
  • Maintain queue level performance, review and track project performance on a weekly basis and ensure accuracy is up to par through regular checks and alignment where needed

QA Analyst

ByteDance - TikTok
08.2020 - 07.2021
  • Perform daily audit on internal system
  • Analyze error trend and provide comprehensive RCA report in daily basis, and work with training team to align policy understanding of QA and moderation teams
  • Support Policy and Quality related questions on ad-hoc basis
  • Work with Operation Team to provide feedback on quality
  • Identify potential failure of Policy Update and propose recovery plan in advance
  • Conduct training session for new QA and responsible in guiding new QA to achieve performance target

Shift Deputy

TDCX (MY) Sdn Bhd
10.2019 - 07.2020
  • Reviews agent’s appeal and checks the validity
  • Work with QA team and L&D team to ensure the policy understanding is aligned
  • Monitors agent’s productivity and triages cases to agent
  • Monitors agent quality and provides 1-to-1 coaching session including plans corrective action for agents who below the quality score
  • Prepares daily report
  • Identify policy and procedure gaps and provide recommendation to direct report
  • Attends meeting - policy sync, and business review
  • Provides group briefing and presents the latest error trend to create awareness to the team for avoiding similar error to be happened again

Crisis Management (Safety) Specialist

TDCX (MY) Sdn Bhd
06.2019 - 07.2020
  • Reviews, analyses, and investigates complex cases involving complex damage, personal safety, suspicious trends and potential fraud and brand risk
  • Identify potential fraud or safety related risk and to take action on the risk(s)
  • Investigates both sides of incident disputers, verify facts, determine resolutions based on internal policies
  • Comprehensively documents the investigations through written reports
  • Maintains high confidentiality while performing investigations
  • High level of communication skills (call & email) to related users to ensure user receive appropriate support
  • Educates users on how to maintain security and safety

Media Buyer

Marvel Media Sdn Bhd
10.2017 - 04.2019
  • Conduct in-depth market research and analyze market trend
  • Budget planning to purchase worldwide traffics to boost subscribers
  • Hunting new webmasters to test launch company product in their websites
  • Manage Google AdWords account & Webmaster account to improve brand positioning and growth
  • Identify potential third party server and integrate the server with internal MMP to ensure real time conversion tracking and abnormality activity
  • Coordinated with internal development team to execute new advertising campaigns by planning landing page & banner code to generate at least 10M+ impression
  • Monitor and optimize the go live global CPA campaigns/ads through internal and external ad server
  • Daily traffics quality and quantity checking to deliver high quality traffics and generate conversion
  • Data (sales and clicks result) analyzation for campaigns/ads improvement
  • Built and maintained the partnership with webmasters
  • Conduct comprehensive weekly reporting on websites’ performance
  • Groom Palestine co-worker to be a media buyer

Digital Marketing Executive

Marvel Media Sdn Bhd
02.2017 - 04.2019
  • Hunted new affiliates and business opportunities
  • Built and maintained a close relationship with business partner to maximize revenue
  • Analyze business partners’ performance via Excel/Internal system to plan and execute a series of business strategies to maximize revenue
  • Conduct research on market trend and ensure inhouse product and prices are at competitive level
  • Planned and executed new marketing strategies to promote mobile entertainment services
  • Negotiate with stakeholders to test out new ads/campaign for improvement
  • Conduct comprehensive business partners’ performance reports

Education

Master of Arts - Professional Communication

Edith Cowan University (ECU)
Australia
04.2001 -

Bachelor of Arts - Journalism And Public Relations

University of Southern Queensland (USQ)
Australia
04.2001 -

No Degree - Foundation of Communication

Han Chiang College
Malaysia
04.2001 -

Skills

    Microsoft Office

    Communications

    Data Analysis

    Digital Marketing & Branding

    Adobe:Photoshop/Premier Pro

    Project Management

    Leadership

    Crisis/Risk Management

    Problem Solving

    Critical & Logical thinking

Certification

Lean Six Sigma Yellow Belt

References

Belinda   

Quality Delivery Lead  

ByteDance  

+60 18-208 8919          


Julia Seng  

TnS Team Leader    

TDCX (MY) Sdn Bhd  

+60 16-713 4904            


Shaline Lee   

Head of Marketing  

Marvel Media Sdn. Bhd.  

shaline@marvelmedia.com

Hobbies

  • Writing, reading, and playing piano
  • Listening music/pop song, watching movie/drama, and shopping/e-shopping
  • Browsing social media(s) for latest fashion/beauty products' information
  • Jogging, swimming and RPM (indoor cycling workout)

Timeline

QA Team Lead

ByteDance - TikTok
03.2023 - Current

Quality Market Point of Contact

ByteDance - TikTok
07.2021 - 02.2023

QA Analyst

ByteDance - TikTok
08.2020 - 07.2021

Shift Deputy

TDCX (MY) Sdn Bhd
10.2019 - 07.2020

Crisis Management (Safety) Specialist

TDCX (MY) Sdn Bhd
06.2019 - 07.2020

Media Buyer

Marvel Media Sdn Bhd
10.2017 - 04.2019

Digital Marketing Executive

Marvel Media Sdn Bhd
02.2017 - 04.2019

Master of Arts - Professional Communication

Edith Cowan University (ECU)
04.2001 -

Bachelor of Arts - Journalism And Public Relations

University of Southern Queensland (USQ)
04.2001 -

No Degree - Foundation of Communication

Han Chiang College
04.2001 -

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Yu Zee Yeap