Evina Petrovic

TikTok | May 2024 — Present

• Lead operations across 3 BPO sites supporting multiple EU markets within TikTok Shop moderation
• Own vendor performance, ensuring SLA adherence, backlog control, and operational stability
• Act as primary escalation point for operational risks and cross-functional issues
• Partner with QA, WFM, and Policy teams to drive performance improvements and reduce escalations
• Oversee workflow setup, queue health, and vendor readiness for new and ongoing operations
• Analyse KPI trends (AHT, ALT, SLA) to inform decision-making and improve efficiency
• Drove backlog recovery initiatives, clearing 40K+ tasks within one week through structured turnaround planning
• Implemented cross-domain resource allocation, leveraging moderators from adjacent queues based on ALT capacity and prioritisation
• Introduced targeted training and cross-skilling strategies, enabling rapid ramp-up and flexible workforce deployment
• Led all-hands-on-deck (AHOD) execution during volume surges, significantly increasing output and reducing latency
• Established queue prioritisation frameworks (10-min / 1h / 24h) to stabilise performance and prevent backlog spillover
• Partnered with WFM to dynamically reallocate headcount, balancing SLA protection with backlog clearance

TikTok.|Nov 2023 — Apr 2024.

• Managed day-to-day vendor performance and queue health across moderation programmes
• Monitored ALT, backlog, and productivity metrics, ensuring alignment with operational targets
• Coordinated onboarding of new vendors and supported workflow setup
• Escalated operational risks and collaborated with internal teams to resolve blockers
• Assisted in implementing cross-queue support models to optimise available headcount

• Conducted root cause analysis (RCA) on quality and performance trends across e-commerce moderation
• Partnered with vendor QA teams to reduce error rates and improve consistency
• Tracked KPIs including AHT, quality scores, and escalation trends
• Supported program-level initiatives by aligning policy, operations, and quality frameworks
• Delivered insights through reporting and supported process improvements
• Identified performance gaps contributing to backlog growth, enabling targeted operational improvements
• Supported optimisation of AHT vs quality balance, improving throughput without compromising standards
• Contributed to process improvements that increased moderation efficiency

TikTok.|Oct 2021 — Feb 2023.

• Monitored moderation performance across multiple Trust and Safety workflows and markets.
• Conducted RCA on errors and identified improvement opportunities.
• Provided structured feedback to vendor QA and moderation teams.
• Tracked trends in escalations and recurring quality gaps.
• Worked with policy teams to improve enforcement consistency
• Supported vendor alignment with operational and quality expectations
• Reviewed complex cases and provided guidance on policy interpretation

TikTok | Aug 2020 — Oct 2021

• Performed audits on moderation decisions across English and Albanian markets
• Ensured compliance with Trust & Safety policies and platform standards
• Provided feedback to improve moderation accuracy and consistency
• Supported appeals review and high-risk case validation
• Identified trends in policy misinterpretation and shared insights with teams

Accenture | 2019 — 2020

• Reviewed user-generated content in line with Trust & Safety policies
• Escalated high-risk content including harassment, violence, and misinformation
• Maintained strong quality and productivity performance in high-volume queues
• Supported accuracy improvements through policy adherence and peer guidance