Dian Retno Anggraini
@dianretnoanggraini
Senior quality analyst specializing in content moderation, customer service.
MalaysiaWhat I'm looking for
I am a passionate, results-driven senior quality analyst with over five years' experience in content moderation, customer service, and language tutoring. I excel at auditing content, producing insightful quality reports, and identifying training opportunities to close knowledge gaps.
At Cognizant in Kuala Lumpur I led quality initiatives for Indonesian and Malaysian markets, maintained team KPIs and TAT, and delivered weekly and monthly dashboards to management and clients. I have also supported customer service, inbound/outbound sales, and program coordination roles across BPO and government environments.
My background in French language (BA) and hands-on tutoring experience complement strong communication, data reporting, and planning skills. I thrive in fast-paced, multicultural teams and focus on measurable quality improvements and stakeholder alignment.
Experience
Work history, roles, and key accomplishments
COLead auditing of content moderation and produced weekly/monthly quality dashboards to identify knowledge gaps and training opportunities, maintaining team TAT and KPI performance.
Customer Service Executive
AEGIS BPO Sdn Bhd
Feb 2019 - May 2019 (3 months)
Managed inbound and outbound customer interactions for Indonesian and Malaysian markets, supported sales and problem resolution to meet service targets.
MAProgram Coordinator
Ministry of Foreign Affairs
Oct 2015 - Feb 2019 (3 years 4 months)
Planned, budgeted and coordinated programs; conducted monitoring, evaluation and reporting across directorate units to support operational objectives.
French Tutor
Freelancer
Jan 2011 - Dec 2018 (7 years 11 months)
Provided French language tutoring for A1 and A2 levels, developing lesson plans and improving student proficiency demonstrated by DELF-aligned outcomes.
Education
Degrees, certifications, and relevant coursework
BUBrawijaya University
Bachelor's Degree, French Language and Literature
2011 - 2015
Activities and societies: Students' Executive Board (Coordinator of Communication & Information, 2012; Coordinator of Public Relations, 2014)
Completed a Bachelor's Degree in French Language and Literature from 2011 to 2015.
Tech stack
Software and tools used professionally
Availability
Location
Malaysia
IndonesiaJob categories
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