Damian Pavlis

I have 6+ years working in 5 different Content Review Teams. I am capable of learning and executing what I’ve learned rapidly. My passions include video games, building and fixing computers/electronics, friends, and traveling. I am knowledgeable about Google Workspace and Microsoft Office. As well as Windows, macOS, ChromeOS. I’m always striving to learn new things and grow my abilities to the next level.

Accenture

6 years 6 months

Quality Assurance Analyst

July 2019 - Present (3 years 2 months) San Francisco Bay Area

• Evaluating developer appeals analysts’ errors and validating errors identified by Tier 1 QA team

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• Attending meetings with client and relaying operational information to QA team
• Taking initiative to cross-train in additional QA workflows
• Creating calibrations to ensure agents are aligned to current policy
• Provided scorecards to agents of calibration scores with coaching information.

Subject Matter Expert, Trust and Safety June 2017 - July 2019 (2 years 2 months) San Francisco Bay Area

Team Management of 75+ analysts

• Utilizing Google Sheets to create and maintain reports on leadership action items, team attendance, team productivity and quality (performance), team scheduling, workflow assignments and daily queue volumes (every 2 hours)
• Managing complex scheduling for daily coverage of business needs from 6 AM to midnight, considering analyst requests and limited seating capacity
• Training new hires for full team integration and consistently ensuring analysts' policy comprehension through weekly quizzes
• Answering analyst questions regarding policy, edge cases, and the project
• Ensuring personal updated policy knowledge through frequent SME training
• Analyzing errors and confirming error validity
• Conducting 1 on 1s to review productivity and quality data - coaching individuals from the errors to realign their knowledge with policy
• Assisting with huddles to relay information to the team
• Defusing analyst conflicts and escalating to team leads as needed

Incubation

• Tested new policies and provided feedback before it was rolled out worldwide

Human Resources

• Hiring: Reviewed resumes and conducted 40+ phone screens and in-person interviews to fulfill hiring needs in San Jose, CA and Austin, TX in December 2017
• Training: Ensuring employee compliance with mandatory client training
• Offboarding: Conducting exit interviews to gather survey data for improved employee satisfaction

Quality Assurance

• Served as QA for a special project in February 2018: process mapping for internal tools

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(Contracted by BCForward)

Subject Matter Expert | Team Coach August 2016 - June 2017 (11 months) San Francisco Bay Area

• SME for special project: beta testing new content review system for global integration
• Supported 20+ team members testing the new system with policy comprehension, annotation guidelines, and appropriate evidence for policy violations
• Provided floor support to 200+ analysts while answering inquiries for content review guidance
• Trained new hires during their ramp up period for team integration

(Contracted by BCForward)

Content Review Analyst

March 2016 - August 2016 (6 months) San Francisco Bay Area

• Recognized as top 5 performer out of 200+ analysts and promoted to Tier 2 content review: submitting final decisions from analyst escalations
• Analyzed submitted content for global publication, identifying potential violations per extensive internal policies. Supported team members with policy comprehension
• Annotated guidelines and provided supporting evidence for violations
• Achieved high standards of quality (99.5%+) and efficiency (over 100 reviews daily)
• Worked in a fast paced, high performance team environment with a time sensitive queue and rotating monthly shifts (24/7 business operations)

The Art Institutes

Bachelor of Arts (B.A.), Game and Interactive Media Design · (2012 - 2016)