Glauber Amaro Magalhaes Email & Phone Number

Berlin, DE

Berlin, Germany

Dublin, County Dublin, Ireland

• Conducting training and alignment of global labeling teams, ensuring launch and maintenance of content-related projects
• Establishing product tests and localizing policies for PT-BR vendor labelers, while liaising with project POCs to coordinate with the project's objectives
• Performing case arbitration, RCA, and live calibration sessions to gather actionable insight and improve project's health
• Extracting data to formulate comprehensive weekly quality reports, emphasizing key metrics and evaluating performance patterns

Dublin, County Dublin, Ireland

• T&S Policy specialist for regions: U.K., Portugal, and Brazil. Responsible for handling content involving: Financial scam, Fake news, Impersonation, Bullying and Harassment, Child safety among other safety community.
• Managing global vendor moderating teams by providing training, policy guidance, constructive case arbitration, and market-specific clarifications
• Extracting SQL data to report quality and productivity metrics, then performing root cause analysis to create actionable insights, supporting the team to reach high quality targets
• Connecting to multiple stakeholders: moderators, policy team, market specialists and trainers, with the goal of developing efficient interpretation of internal policies

County Dublin, Ireland

• Coaching a Portuguese-language team of 20+ content moderators
• Reporting Quality Analysis and Root Cause Analysis to Team Leaders, aiming at a 98% Quality target for each content moderator
• Presenting policy updates. Escalating inefficiencies in workflows and suggesting solutions
• Expert in social media abusive behavior, trust and safety policies, able to make real-time decisions
• Providing real-time support to team members working on live content and safety escalations
• Cascading policy clarifications to reps to ensure coordination in team's decision-making

County Dublin, Ireland

• Enforcing community standards by carefully monitoring reports of abuse
• Identifying inefficiencies in workflows and suggesting solutions
• Recognizing trends and patterns and escalating issues to a global team
• Investigating and resolving reports of potentially abusive content
• Ensuring a positive and safe user experience
• Responding to contacts from users within agreed turnaround times and standards of quality

County Dublin, Ireland

• Identified patterns and trending issues, raising and meeting a quality goal for a team of 41 people to above 98%
• Ensured that the team delivers qualified and corrected information to Google Maps users
• Assessed the edits completed by Local Data Quality Evaluators ensuring that the quality and internal policy standards were followed. Communicated in Brazilian Portuguese with users and business owners
• One to one shadowed, mentored and trained new team members
• Escalated and assigned information and issues to the most relevant department
• Dealt effectively with difficult situations with customers, swift problem solving and strong attention to detail

County Dublin, Ireland

• Managed inbound customer calls and emails in English and Portuguese, resolving queries from Xbox customers regarding hardware and connectivity issues
• Escalating edge cases to the most relevant department to be dealt with appropriately
• Customer satisfaction and feedback targets reached and exceeded on a monthly basis
• Maintained a consistently professional manner under every type of customer enquiry
• Handled highly sensitive information with professionalism
• Efficiently answered and followed up on all customer inquiries via phone and email.

Postgraduate Diploma In Trust, Safety And Content Moderation Management, Distinction - First Class Honors

- Cultural and Political Evolution of Social Media - Regulation and Compliance - Platform Standards and Ethics - Digital Investigations.

Diploma Legal Studies And Practice, Law

- Irish Legal System - Law of Contract - Law of Torts - Constitutional Law and Judicial Review - Civil Litigation - Criminal Law.