Launched quality certification and quality lead certification program for vendors, overseeing training and accountability checks to ensure compliance with production metrics.Developed and executed a yearlong roadmap to reduce manual labor by 70%. Initial phases has resulted in significant cost savings and increased productivity.Supported the creation and managed implementation of an internal quality management tool in collaboration with product managers, engineers, and testers.Conducted gap analysis and upgraded existing quality processes, leading to a 30% increase in efficiency and a 60% reduction in manpower.

Develop and execute long-term strategic goals for the team, aligning them with organizational objectives and ensuring their successful implementation.Manage resource utilization across multiple projects, optimizing efficiency and ensuring the effective allocation of personnel, time, and budget.Lead Lean Six Sigma (LSS) projects to identify areas for improvement and optimize existing programs, resulting in increased efficiency and cost savings.Engage stakeholders in quality-focused conversations, ensuring their perspectives are considered in decision-making processes and fostering a culture of continuous improvement.Prioritize projects based on strategic objectives, resource availability, and business impact, effectively managing competing priorities and delivering on critical initiatives.Coach and mentor vendor Quality Assurance (QA) teams, providing guidance and support to enhance their performance and ensure adherence to quality standards.Championing APAC representation and Diversity and Inclusion in the workplace and community

Identified gaps in current processes and implemented strategic solutions to reduce new hire error rate by 5%Collaborated with cross-functional teams to create and execute these programsMonitored program metrics to track performance and identify areas for improvementQuality OperationsEnsured documentation accuracy and completeness, facilitating seamless operations and regulatory compliance.Upskilled vendor analysts in auditing new workflows, data analysis, and root cause analysis techniques.Calibrated auditors to meet quality standards and improve performanceMentored new hires and monitored probation performance, contributing to a cohesive and high-performing team.AnalyticsResearched and implemented effective metrics and sampling techniques to assess vendor quality performance.Conducted in-depth analysis of performance trends, identifying areas of improvement and opportunities for optimization.Proposed strategic data-backed recommendations to enhance operational efficiency, resulting in a 10% decrease in incorrect user suspension

Proficient with online fraud investigation Point of consult for leadership for cross-functional knowledge and change management impact.Vendor facing: Training >4 vendor sites with every new workflow and quality program launches; managing vendors to meet compliance, performance and consistency standards in fraud investigations and audits by conducting monthly calibrations and audit-the-auditors. Regularly organise sync to walkthrough complex case studies to elevate auditor's investigation skill. Program building: Created comprehensive targeted Quality programs to effectively measure decision accuracy; revamped existing program to improve auditor efficiency, decrease time-taken to Analysis: This year, I generated > 10 deep dives and > 7 insights reports, including SOS escalation review for leadership and cross functional stakeholders' consumption. My aim is to improve awareness of ground level operations at the leadership level, driving process and vendor improvement by providing bite-size but impactful root cause analysis and comprehensive solutions.This year, I made 20+ data-backed solutions to respond to fraud trends and to reduce vulnerabilities; worked with senior management and cross-functional groups to execute some of the large scale projectsStakeholder engagement: Participate and inform leadership of the department's Quality Performance during Business Reviews. Actively connect with Operations, Training and Data Science to feed information relevant to prioritising Quality impacted projects. Maintain Subject Matter Expertise and relationship with the Trust team. Recommend vendor site to leadership base on vendor performance for capacity planning

I work with regional teams and cross functional partners like Legal, Public Policy to identify and analyse threats to our platform as well as working with external vendors to mitigate losses.My duties and responsibilities included (but not limited to)• Investigating complex situations and potential fraud surfaced in high volume queues• Educating users on how to maintain security and safety while using Airbnb responsibly• Maintaining Subject Matter Expertise to complete core work and escalations• Developing and maintain a comprehensive understanding of the purpose of the Payment Fraud team• Understanding our risk systems and investigate fraud patterns through data analysis• Supporting cross-functional groups to develop and enhance internal policies and tools such as increasing automation, updating policies, and fixing product loopholes, etc.• Identifying market trends and product vulnerabilities. Create data-backed recommendations to respond to trends and to reduce vulnerabilities and ensure execution of recommendations• Working with external Product vendors to enhance proactive and reactive risk detection as an informing or collaborating taskCertified with MRC Chargeback Essentials

Inform direct leadership of the current work and future plan of the Content teamCollaborate with Business Development to improve quality of content on the AppWork with Product and Engineering to develop better review tools and processes for my teamHire, manage and drive team performance to hit review targets- Hold 1:1s with team mate to share growth opportunities and give feedback- Train team to create and edit user content to improve quality of inventory on the App- Equip team with spreadsheet skills to improve work efficiencyCurate inventories to improve end user shopping experienceCollaborate with Legal to ensure our listing policies adhere to local authorities guidelines

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Working with Workplace Safety & Health department.Co-ordinate investigations, managing hospital's online documentation, co-ordinating WSH training for staff & management, event planning & co-ordinationObtained Certificate in Workplace Safety Health (Level A) from SISO to have better understanding of enforcing workplace safety in the hospital.