Priscila Gomes
Dublin
Summary
Driven Quality Analyst with proven expertise in data analysis and quality assurance policy development. Excelled in enhancing content accuracy and operational efficiency, significantly improving platform safety and user satisfaction. Skilled in team collaboration and effective communication, adept at identifying trends and insights to drive strategic improvements.
Overview
12
12
years of professional experience
Work History
Quality Analyst SBP - GB Market
TikTok (ByteDance Ltd.)
Dublin
01.2024 - Current
- Analyzed quality and performance data to support operational decision-making.
- Created and revised procedures, checklists and job aids to reduce errors.
- Developed and maintained quality assurance procedure documentation.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Monitoring product quality data and highlighted trends for analysis, resolving operational process failures by accurately identifying root causes.
- Identifying bugs, risks and anomalies, applying action to prevent occurrence.
- Quality assessments dedicated to enhancing content accuracy, safety and operational efficiency within GB/IE market as part of the English Team for Search Blank Page - English market.
- Analyzing and providing feedback on strategies to improve Search feature on TikTok.
- Manage quality assessment efforts within the GB Team, multitasking on content safety, relevance, accuracy and providing valuable feedback to technical support engineers to enhance platform safety and user satisfaction levels.
- Coaching BPO stakeholders with weekly calibrations facilitating effective verbal communication while collaborating with POC’s, Policy Team and developers to ensure SEO best practices and make policies more efficient.
- Host calibrations and addressed appeals for stockholders trainers and team leaders. optimize time efficiency;
- Working in ad-hoc tasks to collect data and identify trends and insights.
Quality Analyst Search Evaluation & Investigation
TikTok (ByteDance Ltd)
Dublin
07.2023 - 01.2024
- 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
- Task allocation and distribution, supervising team performance, and maintained adherence to timelines;
- 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;
- 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;
- Creating Action Plans and providing individual feedback as well as creating training plans and tests and conducting training sessions for new joiners
Quality Support Analyst
Accenture Ltd.
Dublin
07.2019 - 07.2023
- Responsible for working on quality audit queues and for manual audits, spot checks or side by side as 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 reviewer in production who reaches out for help
- Identify improvement opportunities, share insights to Site and Slient 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 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 best support via RING Tool.
- Identify improvement opportunities, share insights to Site and Client key audience and responsible to deliver policy Update Trainings Refreshers and Cascade clarifications through.
Content Moderator Expert
Accenture Ltd.
Dublin
10.2019 - 07.2022
- Responsible for monitoring and analysis of 150 to 300 individual contents or Profiles, Events, Groups, Hashtags, Media with different origins reported, posted or uploaded on client platform and decide whether or not it requires response based on client platform-specific rules and guidelines.
- Rotate through each channel available to check new updates, market trends, uploads to engage with community, investigate issues and provide customer support creating ecological security for public use of platform.
- Recognize trends and patterns with large data sets and escalate issues outside company policy to global team as it arises.
- Review user reports in European market regarding website content, identify possible opportunities to improve in support for users community, 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
03.2019 - 10.2019
Pizzeria Manager and Head Barista
Alex’s Cafe & Pizzeria
Dublin
06.2018 - 03.2019
Elderly Home Carer
Caremark Home Care
Dublin
04.2018 - 06.2018
Coffee Barista
Compass Group Ltd.
Dublin
02.2018 - 04.2018
Lounge Staff
Lamb Doyles Pub
Dublin
08.2017 - 02.2018
Cleaner
Bidvest Noonan Ltd.
Dublin
06.2017 - 08.2017
Tribunal Mediator
Criminal Court of Paraná
Paraná, Brazil
01.2013 - 06.2016
Education
Honors Bachelor’s Degree - Law
UEPG - Universidade Estadual De Ponta Grossa
Paraná, Brasil02.2014
Skills
- Data review, analysis and interpretation
- Quality assurance policy development
- Calibration checks
- Trends analysis
- Product failures investigations
- Process monitoring
- Data reporting
- Research expertise
- Audit processes
- Time management expertise and Deadline-oriented
- Meeting planning and Producing reports
- Information Protection
- Team Player
Languages
Portuguese (First Language)
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Timeline
Quality Analyst SBP - GB Market
TikTok (ByteDance Ltd.)
01.2024 - Current
Quality Analyst Search Evaluation & Investigation
TikTok (ByteDance Ltd)
07.2023 - 01.2024
Content Moderator Expert
Accenture Ltd.
10.2019 - 07.2022
Quality Support Analyst
Accenture Ltd.
07.2019 - 07.2023
Barista and Food Service
Urban Picnic Catering
03.2019 - 10.2019
Pizzeria Manager and Head Barista
Alex’s Cafe & Pizzeria
06.2018 - 03.2019
Elderly Home Carer
Caremark Home Care
04.2018 - 06.2018
Coffee Barista
Compass Group Ltd.
02.2018 - 04.2018
Lounge Staff
Lamb Doyles Pub
08.2017 - 02.2018
Cleaner
Bidvest Noonan Ltd.
06.2017 - 08.2017
Tribunal Mediator
Criminal Court of Paraná
01.2013 - 06.2016
Honors Bachelor’s Degree - Law
UEPG - Universidade Estadual De Ponta Grossa