• Drive market and regional metric improvements by analyzing operational and market health data, identifying trends, and collaborating cross-functionally to develop solutions for mitigating emerging risks and improving key metrics.• Collect and analyze suspected escalation cases reported to Safety and Integrity (S&I), providing market-level trends and insights to enhance overall operational and market quality.• Collaborate with Trust and Safety (T&S) teams to identify gaps, prioritize high-impact opportunities for product, policy, process, and tooling improvements, and work with S&I Program Managers to address them.• Take enforcement actions, conduct proactive sweeps, and remove harmful trends in coordination with investigation and risk analysis teams to manage risks proactively.• Undertake project management responsibilities, as directed by Program Managers and Leads, to address emerging trends or gaps that require a comprehensive cross-functional approach.• Perform routine analysis in regional and market-level to gain insights into the local user experience, identifying areas for improvement in moderation, model, keywords, and discoverability.• Partner with T&S teams (SME, IM, QA, Policy, INV) to identify gaps, find high impact opportunities, and work with S&I Program Managers to improve product, policy, processes, and toolings through regular cross-functional collaboration, and conducting detailed root cause analysis (RCA).• Play a key role as a team to improve core metrics and maintain market healthy north star metrics like CGVR, TCOR etc. to enhance market impact, drive strategic direction, and foster transparency within and beyond the T&S team.

• Partner with different teams within Trust & Safety to identify tooling, policy, or operational gaps, and manage initiatives to develop new solutions, optimize existing processes, improve safety and user's experience.• Support QA and Moderation Teams within different sites and LOBs through data analysis and action plan development• Contribute to improve policies, product, process and provide a better support structure, maintain strong relationships with cross-functional teams.• Conduct risk assessment or identify issues with project implementations and proactively communicate during projects.• Review, draft and propose policy updates and follow the cascading process, ensuring the delivery of updates to all Moderation and QA Teams, involvement in procedure writing & process mapping.• Collaborating with Global Training Team to finalize cases that will be used to train new hires, support HR on interview process, onboarding new hires, support QA and moderation leads with QAs Performance evaluation• Generate and review quality reports & RCAs, policy gap and improvement analysis, Market review report and appeal management.• Deal with high-risk escalations, trendy viral issues and collaborate with relevant teams for smooth handling, provide clarification and alignment on doubtful scenarios.

- Responsible for monitoring international short video content quality to ensure community ecological security.- Conduct quality assessment work by ensuring and evaluating the quality delivery of the content reviewed in Bangladesh market- Provide QA reports to Supervisor- Enhance moderation policy- Work closely with local Operations and Safety teams- Participate in the development of quality inspection standards and continuously optimize the process and system platform- Help build scalable and effective labelling processes- Conduct root cause data analysis and provide key actions to improve processes- Produce structured feedback, support and supervision, and acting as a trusted point of contact for external stakeholders

Tasks:• Handling all inbound calls pertaining to customer general inquiries, complaints, comments, feedback's and other raising issue related to the leading telecommunication company's products and services. • Take ownership and exceed customers expectation in terms of customer service & accurate information• Work in a team to achieve the required KPI elements and SLAAchievements:• Certified Top performer of the month• Certified Top up-selling employee• Healthy employee of the year badge• 100% present employee of the year• Best compliment achiever• Voluntary Quality Analyst (QA)

• Ensure excellent communication and understanding of all departments within Hotel • Efficiently manage the proper settlement of all customer accounts• Answer in house and walk in Guests queries in a polite and helpful manner• Receive orders, cash handling and serve customer requests completely in a timely manner• Adopt with menu content, any menu changes and promotional activities

• Promote service apartment among potential Market• Generate daily check-in, check-out, stay-over and special request dashboard• Communicate with guest regarding confirmation or cancellation of booking through email, voice call or get in touch with social media • Perform end to end contact with online booking channel Account managers like – Booking.com, Agoda, Traveloka, Expedia, Ctrip etc.• Practice 30 seconds check to ensure room cleanliness and fulfillment of amenities according to guest expectation• Airports pick-up with warm welcome and drop-off with wishes and invitation for next trip.

• Experienced OPERA and settle bills from different billing channels• Provide Butler and Room services for VIP guests• End to end operational excellence in Hotel Gift Shop and Business Center• Follow up and Maintain guests special requests• Introduced with 3 core Department - Front Office, Housekeeping and F&B where I directly involved with 6 outlets full time operation• Perfect Practices of Hygiene and Safety standard