Penang, Malaysia
Role Overview: Directing and mentoring a high-performing team of support specialists within a fast-paced environment. Responsible for driving operational readiness, spearheading process innovations, and bridging the gap between gaming clients and cross-functional teams through data-driven performance optimization. 👥 People-Centric Leadership & Career Advocacy - Direct and mentor a high-performing team of support specialists, pioneering a collaborative career advocacy model. - Co-build individual performance pathways and professional development milestones to drive team retention and growth. 📊 Performance Optimization & Data Accountability - Monitor and analyze agent performance data through structured workflows and data analysis. - Designed and deployed dynamic Looker dashboards to track critical PSM metrics, streamline reporting, and establish clear quality standards. - Enforce accountability and drive team KPIs using tailored coaching methodologies and daily progress journaling. 🚀 Operational Readiness & Onboarding - Orchestrate comprehensive end-to-end onboarding frameworks for incoming personnel. - Aggressively manage team health dynamics and proactively resolve behavioral challenges to safeguard overall operational stability. 🤝 Strategic Client & Stakeholder Partnership - Function as the primary bridge to gaming clients, establishing rigorous feedback loops. - Communicate tool efficiencies, workflow updates, and key player experience observations directly to executive stakeholders. 🔧 Process Innovation & Playbook Architecture - Spearhead startup agility initiatives by designing, updating, and documenting scalable training materials, operational policies, and standard procedures from the ground up. 🌐 Cross-Functional Collaboration - Partner directly with cross-functional teams to feed behavioral research data into broader campaign insights, ensuring a robust, high-security project environment.
Role Overview: Served as a foundational member of a high-growth startup team, combining real-time platform protection with process engineering to scale community safety operations, optimize internal tooling, and protect brand reputation. Key Responsibilities & Achievements: 🛡️ Frontline Platform Protection: Executed real-time, high-volume content moderation to aggressively neutralize toxicity, enforce strict community guidelines, and safeguard user and brand reputation. 📚 Playbook & SOP Architecture: Contributed core frontline insights to the initial creation of standard operating procedures (SOPs) and moderation playbooks, establishing consistent enforcement mechanics as user volume scaled. 🔄 Cross-Functional Player Feedback: Maintained direct feedback loops with product and engineering teams, translating frontline player behavior, exploits, and emerging social trends into actionable system and policy updates. ⚙️ Tool Optimization Engineering: Evaluated internal moderation dashboard functionalities and delivered performance data to backend engineers to streamline manual workflows and significantly reduce message-review latency.
Role Overview: Served as the definitive authority on platform policy and governance, leading global calibration efforts, enforcing audit compliance, and architecting advanced onboarding frameworks to ensure flawless operational execution. Key Responsibilities & Achievements: ⚖️ Final-Tier Authority & Governance: Served as the definitive arbiter for the Rock Appeal platform, delivering final rulings on complex, escalated policy disputes between global moderation squads and QA analysts. 🌐 Global Calibration & Consensus: Directed cross-functional calibration sessions across diverse project segments to bridge interpretation gaps, publishing "Case Precedents" to unify global policy execution. 🎯 Audit Compliance & Accuracy: Maintained a flawless 0% error rate in structural arbitration logic during rigorous client-led audits, fortifying account retention and stakeholder trust. 🚀 Operational Onboarding Ownership: Architected and led the end-to-end onboarding framework for incoming structural arbitrators, ensuring mastery of core policy parameters and complex investigation matrices. 🔍 Root Cause Analysis (RCA) Excellence: Implemented the 5 Whys methodology to identify critical systemic root causes, enhancing team-wide problem-solving capabilities and driving continuous process improvements.
Role Overview: Evaluated reviews for a online shopping platform. Combined targeted performance coaching, data-driven root cause analysis, and knowledge asset management to maintain peak operational accuracy. Key Responsibilities & Achievements: 🏆 Performance Excellence: Honored as the "Top QA Q2 2024" for maintaining superior audit accuracy while consistently outperforming operational benchmarks on a high-priority. 🔍 Root Cause Analysis (RCA) Excellence: Spearheaded comprehensive quality improvement operations utilizing the 5 Whys methodology to identify systemic operational gaps, enhance team-wide problem-solving capabilities, and implement corrective training scripts. 📈 Targeted Performance Coaching: Structured and executed high-impact 1-on-1 coaching for frontline moderators, generating measurable leaps in standard review accuracy and policy compliance. 📚 Knowledge Asset Management: Authored, audited, and maintained live moderation playbooks and training guidelines to seamlessly match rapid, real-time updates in the client’s safety requirements.
Role Overview: Served as the primary technical and operational authority for a product, driving quality assurance, process optimization, and targeted coaching to elevate overall team performance and execution accuracy. Key Responsibilities & Achievements: 🎯 Quality Assurance & Performance Calibration: Evaluated complex agent interactions against strict compliance metrics, delivering structured calibration sessions to align team outputs with client expectations. 🗣️ FGD Facilitation & Continuous Feedback: Structured and ran Focus Group Discussions (FGDs) with frontline agents to uncover operational bottlenecks, gather user-experience friction points, and translate feedback into actionable workflow improvements. 📈 Targeted Coaching & Skill Upskilling: Conducted deep-dive root cause analyses on performance gaps, designing and executing tailored training interventions that successfully elevated underperforming metrics. 💡 Knowledge Management & Process Refinement: Authored and updated internal knowledge-base articles, FAQs, and troubleshooting guides to streamline daily workflows and reduce resolution times. 🚀 Escalation Management: Acted as the final point of contact for complex, high-tier operational issues, resolving critical bottlenecks while maintaining high satisfaction rates.