Quality Assurance Analyst - Content Moderation
About Jacqueline Jiang:
Greetings, I am currently a Quality Assurance Analyst actively searching for similar roles within Media Operations. Aside from Media Operations, I am also well-versed and open to positions related to Data Analysis, Content Moderation, Microsoft Excel, Adobe InDesign, Accounts Payable, Event Planning, Leadership, as well as Customer Service. Consequent of my Bachelor's in Sociology, I've discovered my true passion lies within Trust and Safety because I am fiercely driven by the principle of protecting others. My current role gives me purpose because I find joy in educating society on guidelines compliant to platform safety while simultaneously ensuring user security by removing online content that is considered harmful to the public eye.
My name is Jacqueline Jiang and I am currently a 27 year old working professional. I have a Bachelor of Arts in Sociology from University of California, Riverside. Along with balancing five classes during my final quarter, I interned as a Front Desk Receptionist for Riverside Life Services, a Christian pregnancy counseling clinic and worked as a server/barista in the evenings for Boba Cafe Restaurant. After graduation, I relocated back to my family's residence here in San Jose. Soon after, I was employed as an Accounting Assistant for Hunt and Henriques, Attorneys at Law for two years and five months. Afterwards, I was referred to Cognizant Technology Solutions @ Meta as a Media Operations Analyst; my duties were providing assistance to creators by reviewing, verifying, and confirming whether their content posted on Meta/Instagram either was or was not adhering to policies implemented by Meta's ensure the platform remains "brand safe." Furthermore, I would analyze videos to determine whether they were eligible for ad breaks/and monetization, as well as collaborate on projects with cross-functional teams in order to to further mitigate risk factors to the platform itself. In March 2021, we were reorganized from Cognizant Technology Solutions to WiPro Limited by Meta. After two years of content moderation, I was fortunate enough to be promoted to Quality Assurance Analyst or Subject Matter Expert. My responsibilities as of now are to consolidate and analyze data extracted from audit samples within our systems to gain a better understanding of error trends, recognize patterns, and make informed decisions based on my findings. With these findings, I am able to then devise an action plan on how to remedy the situation by ensuring the team is complying to policies and being vigilant about understanding new workflows. I also serve as a senior source of knowledge and actively encourage innovative ideas on how to further modify and optimize our current workflows to ensure optimal efficiency and utilization. Since I have been on the Monetization Integrity Appeals team for quite some, I've been able to cultivate a close working relationship with my Team Lead as well as our Project Managers. Though it is out of my responsibilities, I was trusted with the task of handling and analyzing our team's monthly root cause analysis in an effort to monitor fluctuations in the team’s overall Total Response Time and Service Goal Adherence standards. The data I pull and audit is the organized into charts which is then provided to my team lead to present to our project managers to ensure our team is always meeting our expected target metrics such as Utilization & Occupancy, Efficiency & Volume, team wide Quality, as well as Total Response time on accounts worked and our Service Goal Adherence standards.
I graduated from University of California, Riverside in 2017 with a Bachelor of Arts in Sociology.
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