Open to opportunities

Phương Châu Bùi Phạm

@phngchubiphm

Message

Senior Quality Analyst transforming AI QA and improving CX operations.

Vietnam

Message

What I'm looking for

I’m looking to lead AI Quality / QA initiatives and build data-driven QA systems that protect compliance, reduce defects, and improve CX outcomes—while partnering cross-functionally to exceed client SLAs.

I’m a Senior Quality Analyst with 5 years of experience across advertising, gaming, and digital solutions. I specialize in AI-driven QA transformation, using NLP and sentiment analysis to reduce defect rates by 25%.

In my current role, I lead cross-regional calibration sessions to standardize global quality benchmarks and ensure consistent evaluation across diverse programs. I also spearheaded the transition from manual sampling to automated monitoring using AI-powered tools, while turning speech analytics and dashboards into actionable business intelligence.

I focus on operational excellence through closed-loop feedback cycles that improve KPI performance and reduce repeat customer contacts. I oversee compliance and risk mitigation by using AI-enhanced monitoring to proactively detect and mitigate client- and regulatory-specific breaches.

I bring a strong leadership mindset—mentoring junior analysts, partnering with training and operations, and advising stakeholders during business reviews with clear quality trends and innovation-led value propositions. I’m currently targeting AI Quality / QA Lead and CX Operations Manager roles.

Experience

Work history, roles, and key accomplishments

Current

Senior Quality Analyst

Current

TDCX Thailand

Jan 2026 - Present (6 months)

Standardized global quality benchmarks through cross-regional calibration and improved consistency of evaluation methodologies across programs. Led AI-powered monitoring (NLP and sentiment analysis) and speech analytics to identify root causes and reduce defect rates by 25%, while implementing closed-loop feedback cycles and supporting compliance/risk mitigation.

Quality NLP Sentiment Analysis Speech Analytics Root Cause Analysis Compliance Risk Management Mentorship Performance Metrics

Quality Assurance Specialist

TDCX Thailand

May 2025 - Dec 2025 (7 months)

Conducted precision audits of sales interactions to ensure compliance with advertising standards and coached agents based on audit findings. Facilitated weekly calibration to eliminate scoring bias and supported onboarding/nesting refinements to integrate quality standards from hire.

Precision Auditing Sales Interaction QA & Compliance Performance Coaching Mentorship Nesting And Onboarding

Account Specialist

TDCX Thailand

Oct 2024 - Apr 2025 (6 months)

Delivered tailored advertising solutions to drive revenue growth and support client business goals. Produced trend analysis and success stories/case studies, and mentored new hires on workflows and product knowledge.

Account Management Advertising Solutions Revenue Growth Client Advocacy Trend Analysis Case Studies Mentorship

Account and Business Development Specialist

Balance

Nov 2022 - Sep 2024 (1 year 10 months)

Designed and executed lead generation strategies and proposals to secure new agency and brand partnerships. Managed full project lifecycles for high-profile clients and coordinated video creation campaigns for major brands, while increasing LinkedIn network presence by 500%.

Business Development Lead Generation Proposal Development Account Management Stakeholder Management Client Growth

Creative Specialist

Puzzle Studio

Nov 2021 - Sep 2022 (10 months)

Managed the end-to-end mobile game lifecycle from concept/art direction through final launch. Directed game assets and marketing collateral, and used data dashboards and A/B testing on Facebook and TikTok to optimize prototypes for user acquisition.