Farhah A
@farhaha
Results-driven Team Leader and Quality Analyst specializing in trust & safety operations.
Saudi ArabiaWhat I'm looking for
I am a results-driven Team Leader and Quality Analyst with over four years of experience in trust & safety operations for major tech platforms. I have a strong record of improving quality scores, reducing shrinkage, and optimizing productivity across large moderation teams.
I led 45+ agents across dual projects, developed onboarding SOPs, conducted coaching and calibration sessions, and negotiated with clients to align scope and expectations. My work raised project quality from the low 90s to 95% and reduced absenteeism and attrition through wellbeing-focused management.
I combine workforce forecasting, policy development for local markets, and cross-functional collaboration to deliver consistent SLA compliance and operational excellence. I am seeking remote opportunities in Malaysia and worldwide where I can drive quality, coaching, and process improvements.
Experience
Work history, roles, and key accomplishments
Team Leader
Cognizant
Jul 2024 - Jun 2025 (11 months)
Led 45+ agents across dual YouTube trust & safety projects, optimizing productivity to meet 100% weekly billing hours and reducing shrinkage below 13% through headcount forecasting and monitoring.
Quality Analyst
Cognizant
Feb 2022 - Jul 2024 (2 years 5 months)
Drove quality performance from 90% to 95% across two YouTube projects, reduced weekly shrinkage to <13% via forecasting, and implemented coaching that lifted team performance 3–5%.
Advisor (Trust & Safety)
Bytedance
Oct 2021 - Feb 2022 (4 months)
Supported TikTok moderation achieving bi-weekly quality of 93–94%, developed Malaysian market policy guidelines that improved moderation accuracy by 20%, and produced stakeholder reports.
Quality Analyst
Bytedance
Jan 2020 - Oct 2021 (1 year 9 months)
Promoted from moderator to QA within two months and raised team moderation accuracy from 85% to 93% through policy gap remediation and cross-team alignment.
Education
Degrees, certifications, and relevant coursework
SUSEGi University
Bachelor of Business Management, Financial Management
2018 -
Completed coursework toward a Bachelor of Business Management with focus in Financial Management beginning September 2018.
Tech stack
Software and tools used professionally
Availability
Location
Saudi ArabiaAuthorized to work in
Job categories
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