○Coordinating a ten people team to successfully execute weekly tasks on sensitive escalations.○ Acting as point of contact with the client for any queries regarding process, flagging potential issues.○ Developing proposals for quality and quality assurance process improvement.○ Feedback sessions with the agents weekly in order to improve quality and productivity.○ Facilitating training and developing training materials to existing or new team members.○ Supporting in the building the process quality methodology for EMEA, such as mapping a procedure, testing the new tools.○ Interacting with Client answering enquiries and effectively handling Client’s ad-hoc tasks.○Creating RCA on sensitive escalations.○ Motivating team members, setting clear team goals, monitoring the performance and report on metrics.○ Creating an inspiring team environment with an open communication culture, encouraging creativity and risk-taking○ Overseeing day-to-day operation, demonstrating speed, agility, critical-thinking, and problem-solving skills in their work and an ability to ramp up quickly.○Law enforcement response team trainer/quality analyst responsible for supervision, training and quality assessment.○Managing deadlines and workflows with law enforcement agencies and NGOs, Scheduling meetings, appointments and delivering training for the team.○Coordinate project management activities, resources, and information.○Liaise with clients to identify and define requirements, scope and objectives.○Make sure that clients’ needs are met as the project evolves.
○Analyze risks and opportunities.○Monitor project progress and handle any issues that arise.○Use tools to monitor working hours and plans.○Providing information and regular support to stakeholders.○Creating and reviewing reports, helping with the documentation of each phase of the project, as well as making summary reports that will be presented to the organization’s management team.

Delivering new playbooks training or updating decks.Creating training materials about struggling playbooks for agents.Providing One to one with agents.(QA and common mistakes)Assess the quality of all analysts on the project.Complete the required number of quality assurance audits and quality related tasks.Report to the management team identified error trends and QA metrics on a daily basis.Identify gaps in client policies and provide feedback accordingly.Attending meetings with the client every week. Helping agents with misinterpretation, and understanding of the policy.In charge of making the schedule for the QA team.

Accenture for Google(Youtube). Dublin Content review Evaluate, label and identify patterns in suspicious activity. Process and review videos that have been flagged for review of potentially sensitive content to ensure there are no violations of policies Making shadowing for the new starters to make them achieve a good knowledge of the matter. Responding to Tiers 2 and 3 inquiries with high quality, speed, and accuracy.

Gather & Gather

Responsible for inquiries, necessities or any other requisite clients may have.Warehouse Inventory, Stocking document control

Extensive troubleshooting via email and phone.Undertook a designated programme of teaching across all key stages.Maintained appropriate records and provided relevant accurate and up-to- date information of students.Create a work plan for dives and work done.Computerized the planning of the week ( meetings, trials... ).