Quality Analyst at WIPRO (2022-04 – Present)
- Conducted quality analysis to enhance team performance and adherence to standards.
- Implemented process improvements based on quality audit findings.
- Prepared detailed reports on quality metrics and trends.
- Facilitated weekly meetings to discuss quality improvement strategies.
Subject Matter Expert at WIPRO (2021-09 – 2022-04)
- Acted as a knowledge resource for team members on content moderation issues.
- Conducted training sessions to improve team performance.
- Developed and updated training materials for new hires.
- Assisted in creating performance metrics to track team progress.
Associate Content Moderator at WIPRO (2018-06 – 2021-09)
- Moderated social media content to ensure adherence to community guidelines.
- Identified and escalated critical issues to maintain platform integrity.
- Collaborated with the legal team to address policy violations.
- Provided feedback on content trends to improve moderation strategies.
E-mail Support Representative at 24/7 Inc. Philippines (2017-10 – 2018-02)
- Provided effective email support for customer inquiries.
- Ensured timely resolution of issues and maintained high customer satisfaction.
- Assisted in developing email templates to standardize responses.
- Analyzed customer feedback to improve service delivery.
