Dino Omrcen
Dublin,
Summary
Trust and Safety specialist with over seven years of experience in quality assurance, policy enforcement, and content moderation within the Google Trust and Safety ecosystem. As a Quality Analyst, I have been working on Gemini and Google Ads projects, overseeing compliance with evolving policies, providing policy design input, and optimizing enforcement workflows to address emerging risks. With native-level proficiency in Croatian and German, I bring valuable insights into regional content challenges and policy localization. My expertise helps enhance platform safety by ensuring compliance, and refining moderation processes.
Overview
8
8
years of professional experience
Work History
Senior Quality Analyst
Teleperformance
Dublin
10.2020 - 04.2025
- Evaluated Gemini’s AI-generated responses for compliance with trust and safety standards, including sensitive and high-risk content, ensuring accurate labeling and effective risk mitigation
- Provided actionable input to internal stakeholders on policy and process enhancements, contributing to the development of new policies and streamlined operational workflows
- Supervised the quality performance of 13 agents through regular coaching sessions and personalized mentoring, identifying strengths and addressing areas for improvement
- Delivered targeted feedback that fostered a culture of continuous learning and drove measurable improvements in trust and safety evaluation metrics
- Conducted root cause analysis of quality errors, designing targeted training programs to address recurring issues and close knowledge gaps
- Implemented PKT tests to measure knowledge retention, optimizing QA processes and improving SLA performance for both individuals and the team
- Performed risk assessments to identify potential operational vulnerabilities and emerging content-related threats, delivering quality forecasts based on performance trends and policy changes to enable proactive, data-driven decision-making by leadership
- Coordinated internal and external calibration sessions, resolving discrepancies, clarifying policy interpretations, and promoting consistent application of labeling standards across teams and partners
Content Moderator
Teleperformance
Dublin
12.2018 - 10.2020
- Conducted detailed audits of ads and websites in the German market to ensure compliance with Google Ads policies, consistently maintaining a quality performance of 98% or higher
- Reviewed and evaluated multimedia creatives, including text, images, and videos, in alignment with trust and safety guidelines, meeting a daily productivity target of approximately 800 ads
- Monitored and removed non-compliant or inappropriate content, safeguarding platform integrity and contributing to a safe user experience
- Flagged high-risk or sensitive content for escalation, enabling timely resolution by specialized teams
- Adapted to frequent policy and process updates, ensuring accurate application during reviews while maintaining productivity standards
- Collaborated with internal teams to clarify policy interpretations, grey area cases, and improve review consistency across the operation
Content Curator
Cognizant
Dublin
08.2017 - 10.2018
- Identified and extracted relevant URL content aligned with targeted keywords, ensuring accuracy and relevance for ad targeting
- Crafted clear and engaging ad headlines and product descriptions by refining extracted content to support campaign objectives
- Assisted in optimizing ad copy to improve user engagement and campaign results within the DACH market
- Ensured adherence to Google Ads policies and guidelines, maintaining content compliance across campaigns
- Collaborated with teams to align content curation efforts with overall marketing goals and improve ad effectiveness
Education
High School Diploma - Tourism and Hospitality
Srednja skola fra Andrije Kacica Miosica
Makarska, CroatiaSkills
- Quality assurance and process optimization
- Content moderation
- Data analysis and risk assessment
- Feedback delivery
- Microsoft Excel proficiency
- Training development
- Communication skills
- Multilingual proficiency
Languages
Croatian
First Language
German
Proficient (C2)
C2
English
Proficient (C2)
C2
Timeline
Senior Quality Analyst
Teleperformance
10.2020 - 04.2025
Content Moderator
Teleperformance
12.2018 - 10.2020
Content Curator
Cognizant
08.2017 - 10.2018
High School Diploma - Tourism and Hospitality
Srednja skola fra Andrije Kacica Miosica