JOAO ZUBLIN
Dublin
Summary
Over five years of experience in Trust and Safety, protecting online communities while providing the best user experience. I graduated with a Higher Diploma in Business Management. I have over 4 years of experience as a Quality Analyst for Trust and Safety Projects. I am proud of my ability to absorb policies and concepts and communicate them to a team with a process-oriented capacity. Self-driven and motivated, proven ability to learn new technologies quickly and a track record of going the extra mile to support users and projects.
Overview
8
8
years of professional experience
Work history
Warehouse Operator
Clinigen
County Dublin
2024.11 - 2026.06
- Manage inbound operations, including the receipt, verification, and booking-in of supplier deliveries in line with GMP/GDP requirements
- Perform detailed goods-in checks (quantities, batch numbers, expiry dates, temperature conditions), ensuring full traceability and compliance
- Ensure temperature-controlled products are handled, monitored, and recorded in accordance with regulatory standards
- Identified and reported discrepancies, damages, and temperature excursions within one working day, raising Non-Conformances through eQMS to maintain quality standards
- Coordinated quarantine, disposition, and put-away of inbound stock with Quality team to ensure compliance and efficiency
- Monitored stock-out situations and logged data to facilitate root cause analysis and drive continuous improvement
- Maintain the inbound area and Operations Centre in line with HPRA and Health & Safety audit requirements
- Complete all required training through LMS and consistently adhere to GMP/GDP standards
- Work cross-functionally with Quality and Operations teams to ensure efficient inbound flow and high service levels
Quality Analyst for Trust and Safety
TikTok
Dublin
2020.03 - 2024.04
- Developed policy, conducted quality inspections, and optimised data processes to enhance market trend analysis
- Conducting root cause data analysis and providing key actions to improve processes
- Collaborated with various departments on cross-functional projects to improve overall outcomes
- Extract, report, and present weekly data using SQL
- Enhance moderation policy working closely with other internal teams
- Support and supervision of the moderation team, acting as a trusted point of contact for external stakeholders and vendors
- Handled over 110 cases in January and February, demonstrating strong problem-solving skills and a proactive approach to addressing challenges
- Coaching and ramping up new team members and supporting policy transitions
- Prepared materials, training, and Q&A sessions for new vendors partners in the whole policy
- Developed materials for challenging policies
- Creation and implementation of Game Plan to help organize tasks of over 13 QAs
- Received Outstanding Performance Award for exceptional contributions in May and June 2020.
Quality Analyst
CPL/Facebook
Dublin
2019.11 - 2020.03
- Extract data from the Dashboards (RCA tracker, QA Dashboard, Tableau, BPE) reps mistakes and categorise them following the Quality guidelines, providing the PPE Root Cause and Root Cause Analysis
- Always working within strict policy guidelines and maintaining an updated knowledge with any policy changes implemented globally
- Part of the Law Enforcement Response Team (LERT) - Risk and Response - Facebook and Instagram
- Monitor, evaluate, counsel and document employee’s quality performance and provide coaching assistance as needed to meet goals and expectations
- Achievements: Exceeding targets and delivering quality results, AHT and URLs
- Helping new hires with high knowledge of Facebook’s policy
- Shadowing and coaching in common questions and policy updates
Community Operations
CPL/Facebook
Dublin
2018.05 - 2019.11
- Investigated and resolved issues related to potentially abusive content on Facebook’s Terms of Use, adhering to turnaround times and quality standards
- Supported Law Enforcement Response Team and Safety department by investigating sensitive content and urgent escalations, providing responses in accordance with policies
- Resolved users' account issues while enhancing understanding of market knowledge
Education
Higher Diploma - Business
Uniplan
Brasilia, BrazilLanguages
Portuguese (Native)
English (Fluent)
Accomplishments
- Keeping high-quality (100%) and successfully productivity (100%)
- Participating in projects with Quality Team (Auditor), Law Enforcement Response Team (LERT) and constantly pushing to improve the overall flows and policies materials
- Providing developmental feedback to colleagues, supporting coaches
Team’s Development Support
- Mentoring and helping colleagues with experience in workflows, policies, and operational guidelines
- Facilitating and delivering shadowing sessions for colleagues
- Auditing tickets and providing feedback related to the actions taken, contributing to team development
- Providing insights to policy updates
- Leading extra projects in the market, for example, national elections and new Facebook product moderation process
- Reviewing content based on policy and using market knowledge
Timeline
Warehouse Operator
Clinigen
2024.11 - 2026.06
Quality Analyst for Trust and Safety
TikTok
2020.03 - 2024.04
Quality Analyst
CPL/Facebook
2019.11 - 2020.03
Community Operations
CPL/Facebook
2018.05 - 2019.11
Higher Diploma - Business
Uniplan