Andrew Gelston

Subject Matter Expert (SME) – NORAM Market

• Act as a policy expert and point of escalation for agents, providing guidance across multiple workflows and ensuring consistent application of standards.
• Collaborate with client-side SMEs to resolve policy ambiguities, align decisions across teams, and maintain accuracy in complex cases.
• Deliver error coaching and ongoing support to agents, driving performance improvement and policy adherence.
• Design, administer, and calibrate weekly knowledge tests (PKTs) to identify gaps, reinforce alignment, and highlight potential policy updates.
• Develop and deliver refresher training and materials, ensuring the team remains up-to-date on evolving policies and processes.
• Facilitate team discussions on case decisions to ensure clarity, consistency, and compliance with policy requirements.

• Conduct audits on content moderation decisions to ensure compliance with platform policies and quality standards.
• Provide feedback and coaching to analysts, focusing on performance improvement and adherence to client guidelines.
• Collaborate cross-functionally with policy, training, and operational teams to ensure alignment with best practices.
• Monitor incident trends, escalate policy gaps, and contribute to risk mitigation strategies.
• Utilize MS Excel to analyze performance data and generate reports.
• Lead refresher sessions to enhance analysts' understanding of evolving content policies.
• Support process improvement initiatives by identifying root causes and recommending effective solutions.

• Moderated user-generated content, ensuring compliance with community standards by identifying and removing harmful or inappropriate material (e.g., hate speech, harassment).
• Assisted clients through the review process, identifying agent perspective pain points during multiple visits.
• Participated in focus groups to test wellness features and provide feedback to the client’s UX design team.