Open to opportunities

Robin falk

@robinfalk

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Detail-oriented Quality Assurance Specialist with a focus on process improvement.

Sweden

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What I'm looking for

I am looking for a role that values quality and efficiency, where I can leverage my skills in process improvement and team management to drive success.

I am a detail-oriented Quality Assurance Specialist with over six years of experience in content moderation and quality assurance for major tech platforms. My career has been marked by a proven track record of enhancing process efficiencies through automation, detailed reporting, and cross-functional collaboration. I am known for consistently delivering high-quality results, winning multiple KPI awards, and successfully managing escalations in high-pressure environments.

At TikTok, I reviewed and verified content to ensure compliance with company policies and regulations, while also handling weekly volume and quality reporting. My role as a Subject Matter Expert at Accenture allowed me to act as a crucial point of contact between agents and Google, facilitating smooth transitions and supporting new joiners. I take pride in my expertise in policy compliance, RCA analysis, and training new team members, which has been instrumental in my success in the field.

Experience

Work history, roles, and key accomplishments

Quality Assurance Specialist

TikTok

Jul 2022 - Sep 2023 (1 year 2 months)

Reviewed and verified content on TikTok to ensure compliance with company policies and regulations. Managed weekly reporting and escalated error trends to enhance process efficiencies.

Compliance Policies

Subject Matter Expert

Accenture

Jul 2021 - Jul 2022 (1 year)

Served as the liaison between agents and Google for AI Explorer, facilitating smooth transitions and supporting agents with daily issues. Assisted new joiners with hardware and account setups.

Content Reviewer

Accenture

Nov 2017 - Jul 2022 (4 years 8 months)

Reviewed advertisements on Google to ensure compliance with policies. Managed certification queues and supported team leads in their absence.

Content Moderation Compliance Policies

Customer Support Specialist

Arvato

Jan 2017 - Oct 2017 (9 months)

Assisted customers with Google AdWords and Merchant Centre queries, ensuring timely resolution and escalation of complex issues.

Customer Support Problem Solving

Customer Support Specialist

Carlson Rezidor

Nov 2015 - Jan 2017 (1 year 2 months)

Provided customer support for hotel bookings and resolved issues, achieving monthly sales and performance targets.

Customer Support Problem Solving Sales Performance Communication Skills Team Collaboration

Education

Degrees, certifications, and relevant coursework

Griffith College Dublin

Bachelor of Arts, International Hospitality Management

Completed a Bachelor of Arts in International Hospitality Management, focusing on the principles of hospitality, management, and customer service in the global context.

NTI Gymnasiet Kronhusgatan

Leaving Certificate

Achieved a Leaving Certificate, providing a foundational education in various subjects, preparing for higher education and professional opportunities.