Marva Mansoor
Mornington,Ireland
Summary
Innovative and proactive quality analyst and data labelling analyst with 5 years plus experience capable of independent problem-solving, highly organized multitasking with expertise in working on content, and policies as per client guidelines.
Overview
9
9
years of professional experience
Work History
Trust & Safety Quality analyst
TikTok
Dublin, Dublin
05.2022 - 10.2024
- Coordinated stability testing projects to establish weaknesses and propose solutions.
- Solved equipment quality concerns through proactive troubleshooting and analysis.
- Performed testing procedures in line with standard testing methods to guarantee compliant operations.
- Adapted Standard Operating Procedures to reflect changes in quality requirements.
- Presented quality reports to stakeholders, clearly explaining complex technical updates for improved engagement.
- Prepared reports on investigation results and corrective actions for compliance with local and national environmental laws.
- Monitored product quality data and highlighted trends for analysis.
Trust & Safety Data labelling analyst (Facebook)
Accenture
Dublin, Dublin
02.2019 - 05.2022
- Experience in developing relative promotive work through building Trust and Safety for the users for projects in Facebook and TikTok such as sensitive content like Child safety content, Bullying, and Harassment, as well as controlling malicious graphic and violent content by applying relevant policies.
- Keeping track of all the updated policies with the new trends set up in the market.
- Making RCA reports on spreadsheets with the team and collaborating with the mods on any misalignments.
- Doing one-to-one coaching with POC and giving feedback to our TL and mods.
- Keeping good record of quality scores and having up-to-date training within the team.
- Doing Arbitration first thing in the morning and dealing with 200 daily tasks and further giving disputes for all the cases in a particular time frame required. Worked to improve platform safety, collaborating with internal teams to address action plans and ongoing challenges.
- Investigated reports of content violations, researching and resolving issues within stringent timeframes.
- Review and label content across social media platforms and online communities, enforcing adherence to guidelines.
- Safeguarded users with swift and effective removal of offensive or harmful content according to company policies.
- Made impartial decisions regarding content violations, exercising objective judgment across all decisions.
- Escalated complex issues of harassment or fraudulent activity to relevant teams for further investigation.
- Implemented and labeled internal controls to reduce hate speech and bullying in virtual spaces.
- Collaborated with IT teams to evaluate security issues and mitigate vulnerabilities.
- Issue warnings for content violations and restrict user access to reduce incidents.
- Maintained platform integrity by quickly addressing threats and harassment in alignment with established protocols.
Customer Service Assistant
Skyline Travels
Dublin, Dublin
01.2016 - 02.2019
- Boosted sales revenue by skilfully promoting diverse traveloptions.
- Implemented company policies and procedures, including health, safety and security.
- Investigated and resolved billing and service discrepancies resulting in revenue lost.
- Adeptly handled up to 40 inbound calls per day
- Delivered an exceptional level of service to each customer by listening to concerns and answering questions.
- Guaranteed positive customer experiences by efficiently resolving customer concerns and complaints.
- Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending.
- Assisted customers with product complaints, logging issues for investigation and providing replacement items.
Education
Master of Science - Psychology
Government College University Lahore
Lahore01.2004
Bachelor of Science - Science
Lahore College
Lahore Pakistan01.2002
Skills
- Advance user of Tableau
- SQL
- SRT
- LARK
- AWS
- Microsoft Office
- Python
- Stakeholder engagement
Languages
English
Proficient (C2)
Urdu
Native
Timeline
Trust & Safety Quality analyst
TikTok
05.2022 - 10.2024
Trust & Safety Data labelling analyst (Facebook)
Accenture
02.2019 - 05.2022
Customer Service Assistant
Skyline Travels
01.2016 - 02.2019
Master of Science - Psychology
Government College University Lahore
Bachelor of Science - Science
Lahore College
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