Farhah A

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.