Jonathan Lopes
London
Summary
Results-driven quality assurance professional with a proven track record at TikTok, enhancing operational efficiency and achieving a 5% improvement in key metrics. Skilled in project management and risk assessment, I excel in training and coaching teams to drive continuous improvement and ensure compliance with industry standards.
Overview
9
9
years of professional experience
1
1
Certification
Work History
T&S Operations Quality Advisor Live and Projects
TikTok
08.2022 - Current
- Streamlined documentation procedures, improving overall efficiency and accuracy for the ES market in LON 42+ Employees from 93.2% to 98.64% by implementing and monitoring QA strategies.
- Delivered weekly quality analysis and reports to XFN teams 30+ stakeholders, driving a consistent 8% uplift in key metrics through targeted improvement plans.
- Ensured compliance to industry standards by conducting regular audits and inspections.
- Partnered with eCommerce, Trust & Safety, Policy, and Trust & Experience teams to enhance user/client experience, reducing excessive enforcement on high-profile
creators. - Coordinated with regional teams and BPO - business partners contractors on the TCOR [Top creator overkill rate] project, cutting ES market over-enforcement from 8–12% to 0.5–2%.
- Served as Oncall Project ES LON POC, collaborating with Agents, Creator Managers, and Agencies to review top creator bans, ensuring fair resolution and improved customer experience.
Community Management Specialist
TikTok
06.2021 - 07.2022
- Consistently exceeded monthly KPIs and achieved top performance ratings (M+ to A), contributing to one of the highest market quality scores (98.03%) through effective calibration and policy alignment.
- Initiated and managed quality assurance improvements, redesigning internal calibration documentation and processes to simplify navigation and increase team adoption.
- Mentored and onboarded new moderators through the Buddy Program, enabling high performance (including A-grade results) and strong engagement among newcomers.
- Acted as a policy advisor and knowledge resource, providing ongoing support to teammates on complex cases, ensuring policy clarity, and driving collective performance across the Live Team.
- Contributed to multiple cross-functional projects (Risk Monitoring, Opus/PIPE policy search, TikTok Navy feature, Snap & Earth Revival games), providing feedback and insights that shaped product improvements and policy execution.
Senior Passenger Service Agent FI & LH
Menzies Aviation
02.2017 - 02.2021
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
- Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Handled customer complaints and service recovery, ensuring positive outcomes for both passengers and the airline.
- Processed sales, updated records, and maintained compliance with airline policies and standards.
- Collaborated with multiple airline partners and ground handling teams to ensure smooth operations.
Education
Bachelor of Science - Computer Science
Luis Eduardo Egui Arocha
Venezuela07-2015
Skills
- Experience in managing projects
- Quality assurance expertise
- Quality management systems
- Skilled in risk assessment
- Documentation review
- Continuous improvement strategies
- Training and coaching
Accomplishments
- Spot Bonus Q1 2023 - Leadership Excellence at TikTok
- Spot Bonus Q1 2022 - Aim for the Highest at TikTok
Company award received for leading and contributing to the GB market 96+ employees quality improvement, driving significant quality and accuracy improvements.
Company award, My documentation revamp and quality improvement proposal, resulted in the ES market reaching 98%+ accuracy this was later adopted on a wider scale across other offices in EMEA
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Portuguese
Limited Working
Certification
- Certified Data Analyst, TikTok - 2022 -2025
Timeline
T&S Operations Quality Advisor Live and Projects
TikTok
08.2022 - Current
Community Management Specialist
TikTok
06.2021 - 07.2022
Senior Passenger Service Agent FI & LH
Menzies Aviation
02.2017 - 02.2021
Bachelor of Science - Computer Science
Luis Eduardo Egui Arocha