Aly Factor

IT graduate and results-oriented BPO professional with 5+ years of experience across customer service, technical support, content moderation, quality assurance, subject matter expertise, and training. Currently experienced in AI/LLM multimodal annotation and evaluation involving text, images, video, and audio. Strong background in troubleshooting, quality analysis, coaching, process improvement, and clear customer communication in fast-paced environments.

AI/LLM Multimodal Content Evaluator / Data Annotator at Innodata (2026-08 – Present)

• Evaluate and annotate multimodal data across text, images, video, and audio using evidence-based guidelines and project-specific quality standards.
• Review AI-generated responses for instruction following, factual consistency, relevance, hallucinations, and overall response quality.
• Analyze visual and audio content, including event chronology, object or scene details, transcription accuracy, and alignment between prompts and media.
• Perform annotation quality checks and identify labeling, tracking, or interpretation issues to help maintain reliable training and evaluation data.

Trainer II / Training & Development at Teleperformance Philippines (2023-08 – 2026-09)

• Design and facilitate product, process, quality, and customer-handling training for new hires and existing employees in individual and group settings.
• Develop learning materials, assessments, role-plays, and coaching plans to improve knowledge retention, ticket handling, and service quality.
• Analyze performance and quality data, conduct root cause analysis, and provide actionable recommendations to address learning and process gaps.
• Partner with operations, quality, and leadership teams to communicate updates, support performance improvement initiatives, and maintain training standards.

Content Moderator / Subject Matter Expert at Teleperformance Philippines (2022-11 – 2023-08)

• Reviewed user-generated text, images, and video content against platform policies and quality standards, escalating complex or high-risk cases when required.
• Supported teammates as a Subject Matter Expert by clarifying policies, resolving process questions, and helping maintain consistent moderation decisions.
• Identified recurring errors and policy gaps and shared insights that supported quality improvement and coaching.

Support Engineer at Teleperformance Philippines (2022-05 – 2022-11)

• Troubleshot customer technical issues by gathering symptoms, isolating root causes, and guiding users through clear step-by-step resolutions.
• Adjusted technical explanations to the user’s level of understanding and documented issues accurately for follow-up or escalation when needed.
• Handled support interactions with a focus on first-contact resolution, customer experience, and adherence to established support procedures.

Customer Service Representative / Technical Service Representative / Subject Matter Expert at Teleperformance Philippines (2021-04 – 2022-05)

• Provided customer and technical support through phone, email, and chat, resolving account, product, and service concerns while maintaining clear documentation.
• Used structured questioning and troubleshooting techniques to identify root causes and provide practical, easy-to-follow solutions.
• Served as a Subject Matter Expert, assisting teammates with complex cases, process questions, and customer-handling approaches.

Bachelor of Science in Information Technology – Pateros Technological College (2021-08 – 2025-08)