Farhah A

Led a team at Cognizant, forecasting productivity and optimizing resource utilization to meet client SLAs while managing operational tasks. Managed team conflicts, ensured seamless client communication regarding project scope changes, and participated in the recruitment process for new hires. Oversaw the weekly billing system and managed leave schedules to meet demand hours.

Served as a Quality Analyst at Cognizant, acting as a Team Leader for a large team and managing daily operations to meet client expectations. Communicated team progress to leadership, delegated tasks, and ensured agent adherence to compliance. Achieved quality performance above 95% for two projects, surpassing client SLAs, and provided performance feedback through coaching and calibration sessions

Worked as a Trust & Safety Advisor at Bytedance, exceeding team quality KPIs and collaborating on Performance Improvement Plans. Coordinated and delivered training for new hires and policy updates, including creating assessments. Drafted internal policy guidelines for the Malaysian market and acted as a final content filtration level to ensure audit quality and compliance standards were met.

Started as a Content Moderator and was promoted to Quality Analyst at Bytedance. Handled ad-hoc policy and quality questions, identified policy gaps, and proposed solutions to improve work quality and productivity. Led weekly meetings to ensure policy alignment and understanding among QAs and operations teams, and identified potential errors in moderation to maintain quality.

Grade: 3.5