Open to opportunities

Happy Smiling

@happysmiling

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I am a content moderation team leader driving compliance, quality, and cross-cultural team performance.

Malaysia

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What I'm looking for

I seek a managerial role in content moderation or operations to lead cross-cultural teams, ensure compliance and quality, drive data-informed improvements, and work flexible rotational shifts for growth.

I am a content moderation professional with six years' experience in BPO environments, promoted from Content Analyst to SME and Team Lead. I manage diverse, cross-country teams and ensure compliance, quality standards, and operational alignment.

I provide weekly data analysis and monthly scorecards, pivot raw data to surface issues, and recommend actionable solutions to improve moderation accuracy and monetization. I coach and mentor agents, resolve technical issues, foster teamwork, and am ready to work rotational shifts to meet client needs.

Experience

Work history, roles, and key accomplishments

SME cum Team Lead

Accenture Solutions Sdn. Bhd.

Jul 2022 - Dec 2024 (2 years 5 months)

Led SME and team operations, managing client requests and delivering weekly data analysis with pivoted reports to identify issues and recommend improvements; oversaw rosters, scorecards, and floor activities to maintain quality across agents from Malaysia, Indonesia, Thailand, Vietnam, and Pakistan.

Team Management Coaching Data Analysis Reporting Content Moderation Performance Tracking

Content Analyst

Accenture Solutions Sdn. Bhd.

Sep 2018 - Jun 2022 (3 years 9 months)

Moderated user-generated text and video content to ensure adherence to company policy and community guidelines, provided platform improvement suggestions, and maintained quality standards across workflows.

Content Moderation Quality Assurance Communication