jelina bitonga

I am an experienced Quality Coach with over two years of expertise in content moderation. My background includes a strong focus on root cause analysis, where I identify issues affecting accuracy scores and develop targeted action plans to drive performance improvements. I take pride in my ability to coach and mentor teams through regular training sessions, ensuring that we maintain high quality standards and operational efficiency.

In my previous role as a Quality Analyst at Teleperformance, I conducted internal audits and performed random sampling to verify policy adherence among moderators. I facilitated internal calibration sessions to discuss policy updates and alignments, and I utilized side-by-side observations to ensure compliance with standard operating procedures. My commitment to effective communication and critical thinking has enabled me to identify root causes of errors and implement actionable plans to enhance team performance.