Working here with Content Moderation Project, I have been a part of the Quality Team so it was added an advantage here to achieve my team's quality score

Worked as a Team Leader in Customer Service Department.C-SAT, Quality, AHT, Chat Acceptance Rate, NPS

As a Quality and Continuous Improvement Team Leader, I help steer the quality assurance program to ensure quality in vendor operations.I set the standards for operational quality and processes, ensure all vendor sites meet and exceed those goals.Partnering with Operations experts, I continuously fine tune the operational framework to improve user experience and quality of the results.I work on ongoing operations by performing deep dives on the impact of key metrics.Ensuring quality check and manage day to day uploads on YouTube channels, Analysing the view count of you tube channel and determine steps to increase it for both new and existing uploads by using Metadata, tags, thumbnails, team- coordination, and effort to promote videos on daily basis.Project management across accounts, including kick off calls, hosting training session with clients and working with internal team as team leader.To ensure optimum QA resource allocation across teams and work closely with the Admin and Managers to identify and clear any friction in the process and increase efficiency of the team.Ensure quality Admin performs and approves root cause analysis and product impact assessments for investigations resulting from deviations.Ensures quality Admin staff assesses and approves change controls.Ensure regulatory submissions align with filing strategy. Review and approve submission amendments

Develop and manage quality assurance metrics for performance improvements within overall projectWorks with QA Management to create/implement new departmental processes and improve existing onesCreate, define, and execute automated tests for new features, performance improvements, bug fixes, and production changesProvide test strategy/plan presentations to digital manager, project manager and QA managerProvide technical assistance to Developers and Project Managers to ensure software delivery is efficiently completed to QA standardsAssists Application Development with stress and performance testingProvides expertise, direction and coaching to more junior staff.

Provide friendly and welcoming first-line tech support, over chat, maintaining brilliant customer service and diagnostic flair, whilst troubleshooting technology issues, providing swift and robust resolutions, and interface seamlessly with second-line support teams.Excellent prioritization, decision-making and multi-tasking skills, with the ability to work on your own initiative, and as part of a collaborative team.A can-do attitude and always willing to go above and beyond to provide the best technology experience to our users.A flair for problem solving and diagnosing technology issues on the spot, whilst staying calm and composed in a customer facing scenario.