Summary
Overview
Work History
Education
Skills
References
AREAS OF EXPERTISE
Timeline

Stefano Bruno

Quality Assurance Analyst | Trust And Safety

Summary

Detail-oriented and dependable Quality Assurance Analyst with a proven ability to manage multiple priorities while maintaining a positive attitude. Strong willingness to take on additional responsibilities to drive team objectives and enhance overall productivity. Actively pursuing a full-time role that offers professional challenges and opportunities to leverage interpersonal skills, effective time management, and problem-solving expertise for meaningful contributions to organizational success. Committed to delivering high-quality results and fostering collaborative team environments.

Overview

7
7
years of professional experience
3
3
Languages

Work History

ADSO TnS-OPS-AI DATA SERVICE AND ECO OPERATIONS-EMEA-SAFETY OPERATIONS - QUALITY ASSURANCE

TikTok
08.2024 - Current
  • Facilitate regular calibration meetings with stakeholders to maintain knowledge & quality standards, and provide feedback on implementation and execution.
  • Work closely with the Policy POC to disseminate policy updates and knowledge to your teams, and facilitate efficient & timely communication of policy questions between all internal & external stakeholders.
  • Perform daily audits and provide analysis of errors and feedback to respective teams.
  • Compile & deliver regular performance data reports to SME & management teams as required.
  • Conduct regular RCA escalations through the relevant process.
  • Identify and assess areas for performance improvement across relevant markets, and be solution driven and proactive in delivering these solutions.
  • Participate in or lead policy briefings to ensure any changes are consistent and in line with local cultural, socio, geographical and political conditions.
  • Balance efficient delivery of tasks in each queue through relevant platforms.
  • Be able & willing to support or backfill temporary gaps in market support.
  • Be able to support the internal onboarding team to further develop onboarding training SOP's & materials, as well as ongoing legacy planning.
  • Policy clarification and alignment (can elaborate on request).
  • Self-motivated, with a strong sense of personal responsibility.
  • Excellent communication skills, both verbal and written.

SENIOR CONTENT MODERATOR, TRUST AND SAFETY

TikTok
01.2024 - 08.2024
  • Train new content moderators on company policies and procedures.
  • Collaborate with cross-functional teams to develop and implement content policies and procedures within the team.
  • Identify process improvements and recommend solutions to management.
  • Review large amounts of textual, visual, and audio data provided on UG video content to judge whether materials comply with predetermined platform rules and guidelines.
  • Determine bias and discrimination against specific groups of people based on age, race, religion, disability status, sexual orientation, and gender expression/identity.
  • Remove offensive/harmful content to protect users from exposure to obscene language, extremism, violence, crimes, sexual exploitation, drug abuse, scams, and trolling.
  • Monitor online channels for violations of company policies and copyright infringements.
  • Key Projects
  • Analyse instances that intersect multiple policies through cross-functional collaboration and communication.

CONTENT MODERATOR, TRUST AND SAFETY

TikTok
06.2022 - 12.2023
  • Review and moderate user-generated content for compliance with company guidelines, terms of service and EMEA legal requirements.
  • Escalate content that violates company policy to the appropriate team for further review.
  • Use independent judgement to make decisions in a fast-paced environment.
  • Maintain up-to-date knowledge of company policies and procedures.
  • Understand and apply complex content moderation rules.
  • Work with cross-functional teams to resolve issues and improve content moderation processes.
  • Participate in regular team meetings and provide feedback on moderation processes and tools.

CUSTOMER EXPERIENCE ASSOCIATE III – PREMIUM SUPPORT

Conduent
11.2020 - 05.2022
  • Supporting customers through different point of contacts such as Phone, Chat, Email and Social Mediator for Android Apps and Hardware in Italian and English.
  • Handling different customer queries related to mobile/desktop, payments, hardware, cloud storage, accounts and other user issues.
  • My Knowledge of Cloud Storage, Android OS and IOS, web computing is essential in supporting my customers on a day-to-day basis.
  • Patient, exceptional listener who enjoys investigating and solving problems to help educate colleagues and customers, as well as improve customer satisfaction.
  • I constantly keep myself up to date with the latest features and new products with access to comprehensive learning, training, and development.

COMPLAINT HANDLER

Barclays
10.2018 - 10.2020
  • Handled sensitive materials responsibly in compliance with regulatory guidelines and client requirements.
  • Understanding and involving customers in determining outcomes that are best for their short, medium- and long-term needs.
  • Balancing different viewpoints and customer insight with policies, exercising clear judgement and initiative to reach the right customer outcome.
  • Proactively working to avoid issues, making self-initiated contact, anticipating needs and efficiently addressing customer's needs.
  • Responsible for identifying and agreeing the right solution for the customer, using innovative ability to impress.
  • Contributed to a positive work environment by maintaining open communication channels with colleagues and supervisors alike.
  • Balanced competing priorities in a fast-paced environment without sacrificing accuracy or efficiency in daily tasks.

Education

BA Degree - Political Science and International Relations

University of Calabria
05.2016

Diploma of Higher Education - Scientific Studies (A Levels)

High School of Scientific Studies
07.2009

Skills

Proficient in Microsoft Office

References

Available on request

AREAS OF EXPERTISE


  • Strong Problem Solving
  • Complaints Handling
  • Risk Awareness
  • Internal Systems Compliance
  • Strong Attention to Details
  • Time Management
  • Leadership and Training
  • Multi-Tasking/Prioritization
  • Customer Service Oriented
  • Analytical Thinking
  • Efficiency
  • Resilience
  • Team Player

Timeline

ADSO TnS-OPS-AI DATA SERVICE AND ECO OPERATIONS-EMEA-SAFETY OPERATIONS - QUALITY ASSURANCE - TikTok
08.2024 - Current
SENIOR CONTENT MODERATOR, TRUST AND SAFETY - TikTok
01.2024 - 08.2024
CONTENT MODERATOR, TRUST AND SAFETY - TikTok
06.2022 - 12.2023
CUSTOMER EXPERIENCE ASSOCIATE III – PREMIUM SUPPORT - Conduent
11.2020 - 05.2022
COMPLAINT HANDLER - Barclays
10.2018 - 10.2020
High School of Scientific Studies - Diploma of Higher Education, Scientific Studies (A Levels)
University of Calabria - BA Degree, Political Science and International Relations
Stefano BrunoQuality Assurance Analyst | Trust And Safety