PRISCILA GOMES
Dublin,Dublin
Summary
Qualified bilingual (Portuguese and English) and natural communicator and detail-oriented quality analyst with years of field experience, professional with diverse background in analysis, testing and reporting within various organizations within the technology industry driven focus in content and profile/groups/media review, escalation, cyber-security, online speech trends, fraud and spam investigation, internet safety. Strong quality analysis with developed understanding of industry trends. Proven skills in abstract thinking and making small details fit into big-picture scenarios. Great time management skills and ability to work with deadlines and client requirements, familiar with office software such as Excel, Word and PowerPoint. Fast learner with talent for solving complex problems quickly to keep companies operating smoothly.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
Work History
Quality Analyst Search Evaluation & Investigation
TikTok Ltd (ByteDance Ltd)
Dublin, Leinster
07.2023 - Current
- Quality assessment dedicated to enhancing content accuracy and operational efficiency within the Portuguese Evaluation and Investigation Team;
- Analyzing and providing feedback on strategies to improve the Search feature on TikTok;
- Manage quality assessment efforts within the Portuguese Evaluation and Investigation Team, multitasking on content accuracy, and providing valuable feedback to technical support engineers to enhance platform safety and user satisfaction levels.
- Task allocation and distribution, supervising team performance, and maintained adherence to timelines;
- Mentorship and coaching In-House specialists and BPO's stakeholders facilitating effective verbal communication within our Moderation teams while collaborating with POCs and developers to ensure SEO best practices and make policies more efficient;
- Host calibration sessions and addressed appeals for stakeholders trainers and team;
- Identify gaps, troubleshoot issues, finding high-impact opportunities to improve product, policy, processes, and optimize time efficiency;
- Working on ad-hoc tasks to collect data and identify trends and insights;
- Creating Action Plans and providing individual feedback;
- Creating training plans and tests and conducting training sessions for new joiners.
Quality Support Analyst
Accenture Ltd
Dublin, Leinster
07.2022 - 07.2023
- Responsible for working on quality audit queues and for manual audits, spot checks or side by side as a method of RCA or as part of action plan to address performance or lack of quality on sample jobs
- Engage proactively to provide floor support and coaching. Accountable to answer queries and extend assistance for a reviewer in production who reaches out for help
- Identify improvement opportunities, share insights to the Site and Client key audience. Quality Performance Reports on people, workflow and site level. Responsible in aiding new Team Members, answering queries, side by side assistance
- Calibration engagement by leading and or participating in sessions and sharing reports and insights as needed
- Lead or participate in huddles to drive value in quality action plans, team engagement and new hire success by site. Lead and participate in Client and non-Client trainings and drive completion.
- Conduct Quality Analysis, RCA Insights including the collection of Job ID's, Deep Dives, Investigations, preparation of material, analysis, to support insight collection for RCAs and ongoing projects.
- Identify improvement opportunities in markets and suggest solutions through BQM identification.
- Deliver quality coaching and immediate feedback to People and Leads based on errors identified in RCAs, Collections and spot check assistance.
- Participate in Market FTE calls, sharing information found through Market Insights and update internal documents and deliver communication in response to market clarifications to ensure alignment across People and QTP
- Generate recommendations clarifications tooling enhancements specific to markets and gather and consolidate trends, publish findings to market leads and raise clarifications with Work in conjunction with other QA Team Members to provide the best support via RING Tool
- Identify improvement opportunities, share insights to the Site and Client key audience and responsible to deliver policy Update Trainings Refreshers and Cascade clarifications through.
Content Moderator Expert
Accenture Ltd
Dublin, Leinster
10.2019 - 07.2022
- Responsible for monitoring and analysis of individual contents or Profiles, Events, Groups, Hashtags, Media with different origins reported, posted or uploaded on the client platform and decide whether or not it requires a response based on client platform-specific rules and guidelines.
- Rotate through each channel available to check new updates, market trends, uploads to engage with the community, investigate issues and provide customer support creating ecological security for public use of the platform.
- Recognize trends and patterns with large data sets and escalate issues outside the company policy to the global team as they arise.
- Review user reports in the European market regarding website content, identify possible opportunities to improve in support of our community of users, Identify inefficiencies in workflows and suggest solutions, understand client policies and guidelines interfacing effectively with other internal teams, client teams and company daily needs.
- Maintain high performance and quality autonomously while reviewing content.
Barista and Food service
Urban Picnic Catering
Dublin, Leinster
03.2019 - 10.2019
- Responsible for prepare and serve hot and cold beverages; Clean service or seating areas.
- Serve prepared foods and take customer orders and convey them to other employees for preparation
- Check temperatures of freezers, trained for fire safety, refrigerators, or heating equipment to ensure proper functioning; Order, receive, or stock supplies or retail products.
Pizzeria Manager and Head Barista
Alex's Cafe
06.2018 - 03.2019
- Recruiting and training employees, assigning tasks, enforcing cleaning and safety standards, conducting meetings, maintaining inventory, and ensuring a high level of customer satisfaction
- Demonstrate the use of retail equipment, such as espresso machines
- Established guidelines and procedures for customer service and food preparation
- Motivated staff to execute an exceptional level of service leading to a direct increase in loyal, repeat customers
- Created catering opportunities through direct promotion coupled with accurate and timely execution of all deliveries to local companies and/customers
- Efficiently and accurately maintained accounting procedures which included cost control, inventory, shrinkage control, etc
- Maintained and updated employee schedules, established guidelines and procedures for customer service and food preparation
- Researched and developed cafe menu to include recipes, graphic work, design, and menu pricing
- Performed daily opening and closing routine including cashing up, inventory checks and security procedures.
Elderly Home Carer
Caremark Home Care Dublin Elderly
Dundrum
04.2018 - 06.2018
- Responsible for providing intensive care role, helping with all daily living tasks - feeding, bathing, house cleaning, dressing , going to the toilet and taking medicines, providing care for over 10 customers a day
- Delivered respectful, empathetic, reliable, patient and caring service, investigated identified and prevented issues and dangerous situations.
- Created positive relationships with clients through practical support and companionship, improving overall quality of life.
- Safely lifted, transferred and repositioned service users using hoists and wheelchairs.
Coffee barista
Compass Group Ireland
Dublin
02.2018 - 04.2018
- Responsible for prepare and serve hot and cold beverages, such as coffee, espresso drinks, blended coffees or teas.
- Built strong relationships with customers, recalling names and regular orders to maintain rapport and loyalty.
- Clean counters, machines, utensils and seating areas for immaculate cafe conditions.
- Made and served high-volume beverages with speed, quality and consistency, thriving in fast-paced cafe environments.
Lounge staff
Lamb Doyle's
Dublin, Leinster
08.2017 - 02.2018
- Prepare alcoholic or non-alcoholic beverages for bar and patrons
- Interact with customers, taking orders and serving snacks and drinks
- Assessing bar customers needs and preferences and making recommendations
- Replenish bar inventory and supplies
- Calculated charges, issued bills and collected payments, processing accurately to avoid till discrepancies.
Cleaner
Bidvest Noonan
Dublin, Leinster
01.2017 - 08.2017
- Cleaning, stocking and supplying designated facility areas (dusting, sweeping, vacuuming, mopping, cleaning ceiling vents, restroom cleaning etc)
- Provided documenting routine inspection and maintenance activities.
- Knowledge of cleaning chemicals, supplies and Material Safety Data Sheets.
Tribunal Mediator
State of Paraná
Ponta Grossa, Parana, Brazil
01.2013 - 06.2016
- Small Claims Judge - Brazil, Assist the parties in an independent and impartial manner attempting to reach an amicable settlement of their dispute in compliance with applicable law and its guidelines
- Explain rights and obligations for the involved parties, the possibilities and usages of the conciliation process through the circumstances surrounding the dispute, including any previous interactions or practices between the parties
- Make proposals for a settlement of the dispute
- Use of neutral judgment and negotiation for everyone involved
- Problem-solving to help opposing parties mutually resolve their legal dispute without a judge
- Facilitate communication between opposing parties in the dispute guiding them to a mutual agreement
- Hold introductory meetings with disputants to educate them about the following procedures
- Handling procedural matters like time requirements and witnesses needed
- Use of legal methods to avoid procedure delays, publicity and high costs in litigation.
Education
Barista Training & Certification -
Honours Bachelor's Degree - Law
Universidade Estadual de Ponta Grossa - UEPG
Ponta Grossa, State of Parana, Brazil 02.2009 - 02.2014
Skills
- Data review and interpretation
- Incident reporting systems
- Calibration checks
- Trends analysis
- Product failure investigations
- Process monitoring
- Data reporting
- Research expertise
- Data gathering and evaluation
Languages
English
Proficient (C2)
Portuguese
Native
Spanish
Beginner
Timeline
Quality Analyst Search Evaluation & Investigation
TikTok Ltd (ByteDance Ltd)
07.2023 - Current
Quality Support Analyst
Accenture Ltd
07.2022 - 07.2023
Content Moderator Expert
Accenture Ltd
10.2019 - 07.2022
Barista and Food service
Urban Picnic Catering
03.2019 - 10.2019
Pizzeria Manager and Head Barista
Alex's Cafe
06.2018 - 03.2019
Elderly Home Carer
Caremark Home Care Dublin Elderly
04.2018 - 06.2018
Coffee barista
Compass Group Ireland
02.2018 - 04.2018
Lounge staff
Lamb Doyle's
08.2017 - 02.2018
Cleaner
Bidvest Noonan
01.2017 - 08.2017
Tribunal Mediator
State of Paraná
01.2013 - 06.2016
Honours Bachelor's Degree - Law
Universidade Estadual de Ponta Grossa - UEPG
02.2009 - 02.2014
Barista Training & Certification -
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