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@dianretnoanggraini
Senior quality analyst specializing in content moderation, customer service.
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.
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Work history, roles, and key accomplishments
Lead auditing of content moderation and produced weekly/monthly quality dashboards to identify knowledge gaps and training opportunities, maintaining team TAT and KPI performance.
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.
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.
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.
Degrees, certifications, and relevant coursework
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.
Software and tools used professionally
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