QA Lead and Trust & Safety professional with 4+ years of experience across content moderation, quality assurance, and large-scale operations in fast-paced, high-risk environments. Proven ability to lead QA governance, improve audit accuracy, drive automation, and partner with cross-functional and BPO teams. Strong background in KPI and SLA management, process optimization, and people leadership across regional and global operations.
Hi, I’m
JAYNESSH RAU
Kuala Lumpur
Summary
Overview
8
years of professional experience
1
Certification
Work History
ByteDanceKuala Lumpur
QA Lead - Quality Assurance
11.2024 - Current
Job overview
- Lead end-to-end QA operations across multiple projects and BPO partners, ensuring full compliance with Trust & Safety policies and SOPs.
- Drive audits, calibration sessions, and deep root cause analyses to identify systemic quality gaps and reduce recurring errors.
- Design and implement automated reporting workflows, eliminating manual processes and improving real-time performance visibility.
- Serve as the primary QA point of contact for operations leaders, stakeholders, and external partners, supporting smooth rollout of process and policy changes.
- Mentor QAs and shift leaders, strengthening leadership capability, quality ownership, and team performance.
- Automation solutions adopted across teams, significantly reducing reporting time and manual errors.
- Implemented standardized QA governance trackers (calibration, RCA, weekly trends, risk flags).
- Led critical case reviews and corrective action initiatives that improved audit accuracy and policy alignment.
ByteDanceKuala Lumpur
Subject Matter Expert (SME)
01.2022 - 10.2024
Job overview
- Led and mentored 20-35 content moderators across MY, SEA, and EU regions, ensuring consistent policy interpretation and quality standards.
- Delivered structured policy refreshers, calibration sessions, and targeted coaching to address accuracy and knowledge gaps.
- Monitored team KPIs and quality metrics, achieving consistent performance with zero PIPs issued under direct leadership.
- Supported daily operations including attendance tracking, SLA monitoring, task allocation, and real-time escalation management.
- Designed and maintained performance and training trackers that improved reporting accuracy and operational visibility.
- Promoted from Content Moderator within 14 months due to high performance and strong policy expertise.
- Contributed to cross-regional harmonization and appeal review initiatives.
- Supported leadership readiness by training newly appointed shift leaders.
ByteDanceKuala Lumpur
Content Moderator
10.2020 - 12.2021
Job overview
- Reviewed high volumes of user-generated and sensitive content in line with Trust & Safety policies.
- Maintained 98%+ accuracy, consistently exceeding KPI and SLA targets.
- Escalated high-risk content including hate speech, harassment, self-harm, and illegal activities.
- Recognized for sound judgment and policy application; promoted to SME within 14 months.
PrometricRemote
Remote Proctor
01.2020 - 09.2020
Job overview
- Monitored live online examinations for global candidates, ensuring strict adherence to exam integrity, security protocols, and compliance standards.
- Identified and investigated suspicious behavior, environmental violations, and policy breaches during live sessions, escalating high-risk cases according to established procedures.
- Applied standardized policies and judgment in real time to enforce rules fairly and consistently under tight time constraints.
- Maintained accurate session documentation and incident reports to support audit trails and post-exam reviews.
- Collaborated with internal teams to resolve technical, identity verification, and compliance-related issues, minimizing disruption to candidates while upholding exam standards.
- Contributed to secure and compliant delivery of high-stakes examinations across diverse regions and time zones.
- Demonstrated strong attention to detail, risk awareness, and decision-making in high-pressure, real-time environments.
Suria & PartnersMalaysia
HR, Administration & Accounts Executive
01.2018 - 01.2019
Job overview
- Supported day-to-day HR and administrative operations, including employee records management, attendance tracking, and coordination of onboarding and offboarding activities.
- Assisted with payroll preparation, expense claims, and basic benefits administration, ensuring accuracy and compliance with internal procedures.
- Managed accounts and finance-related tasks such as invoicing, payment tracking, basic P&L support, and financial documentation.
- Prepared reports, maintained organized records, and handled confidential employee and financial information with discretion.
- Coordinated with internal teams and external vendors to support smooth office and operational workflows.
- Assisted with recruitment coordination (interview scheduling, candidate communication).
- Supported audit preparation or financial reconciliation.
- Maintained employee files in HR systems or spreadsheets.
Education
Brickfields Asia College
CIE A-Levels from Science
University Overview
SMK Alam MegahShah Alam
High School Diploma
University Overview
Skills
- Quality Assurance Leadership
- Content Moderation
- Trust & Safety Operations
- Policy Enforcement
- Audit & Calibration
- Root Cause Analysis
- Risk & Escalation Management
- KPI & SLA Management
- Process Optimization
- Automation & Reporting
- Data Analysis
- Team Coaching & Mentorship
- Cross-Functional Collaboration
- BPO & Vendor Management
- Operational Governance
- HR Operations
- Employee Records Management
- Payroll & Expense Support
- Accounts & Finance Administration
- Documentation & Compliance
- Vendor & Stakeholder Coordination
- Excel
- Power BI
- Feishu/Lark
- CRM Tools
Languages
Chinese (Mandarin)
Advanced
C1
English
Proficient
C2
Malay
Proficient
C2
Tamil
Proficient
C2
Telugu
Proficient
C2
Accomplishments
Accomplishments
- Spot Bonus Awards (2023-2025): Shooting Star, Biggest Progress, High Five
- Best Team Player - SME Townhall (2023)
Certification
- Rethinking Leadership - Certified
- Intermediate Microsoft Excel - Certified
Timeline
QA Lead - Quality Assurance
ByteDance
11.2024 - Current
Subject Matter Expert (SME)
ByteDance
01.2022 - 10.2024
Content Moderator
ByteDance
10.2020 - 12.2021
Remote Proctor
Prometric
01.2020 - 09.2020
HR, Administration & Accounts Executive
Suria & Partners
01.2018 - 01.2019
Brickfields Asia College
CIE A-Levels from Science
SMK Alam Megah
High School Diploma