Hafidzul Rahman Bin Khairudin
Wangsa Maju,Kuala Lumpur
Summary
Expert in risk-based analysis and customer due diligence (CDD) with extensive experience supporting leading brands in BPO, e-commerce, and digital platforms. Skilled in interpreting complex policies and regulations, consistently achieving high productivity and accuracy. Demonstrated ability to enhance operational efficiency while ensuring compliance with industry standards. Focused on driving results and building strong client relationships in fast-paced environments.
Overview
8
8
years of professional experience
Work history
Quality Reviewer
Cognizant
KL Sentral, Kuala Lumpur
01.2026 - 03.2026
- Policy Governance & Strategic Risk Analysis: Orchestrate end-to-end due diligence and risk assessments for the Alibaba Global Marketplace. Ensure 100% adherence to regulatory frameworks across 22 distinct policy verticals, including Illegal Politics, Product Safety, Illegal Services, and more.
- Global Quality Assurance & Audit: Perform comprehensive quality control (QC) audits for international moderation teams. Calibrate global agent performance to ensure standardized policy application and mitigate regional compliance discrepancies.
- High-Velocity Data Operations: Consistently manage a high-volume pipeline of 1,500+ complex tickets daily. Maintain a precision rate of 99.5%+, demonstrating elite-level efficiency and attention to detail in a fast-paced environment.
- SME & Content Ecosystem Security: Serve as a designated Subject Matter Expert (SME) for high-sensitivity policy areas. Responsible for interpreting ambiguous policy edge cases and providing actionable feedback to cross-functional teams.
Content Moderator
Concentrix for Google Project
12.2022 - 07.2025
- eKYC & Identity Verification (IDV) Specialist: Executed large-scale Electronic Know Your Customer (eKYC) protocols for YouTube’s "Responsible Feature Access" initiative. Conducted high-stakes identity analysis to ensure global user compliance with Google’s safety and age-verification frameworks.
- Visual Data Authentication: Served as a specialized analyst for high-precision verification queues, including Selfie Matching, Liveness Checks, and Known-Offender Database Cross-Referencing.
- Ground Truth & Model Accuracy: Provided high-quality "Ground Truth" data for machine learning models by accurately classifying identity documents and identification markers, directly contributing to the refinement of Google’s automated verification systems.
- Operational Excellence & Top-Tier Performance: Maintained a consistent monthly Quality Assurance (QA) score of 98.5%+. Processed a high-velocity volume of 500+ complex verification tickets daily, consistently ranking in the top 5% of performers within the global operations center.
- Badge & Credential Authentication: Managed the specialized "Badge Verification" workflow, verifying high-profile entities and ensuring the integrity of platform-wide credibility markers.
Assistant Manager
MSD
09.2021 - 11.2021
- Resolved customer inquiries monthly while managing clerical and administrative tasks to maintain smooth operations at MSD.
- Educated rural citizens in internet, computer skills, and entrepreneurship through face-to-face and online classes, increasing digital literacy.
- Organized government-mandated local events annually in coordination with SKMM to foster community engagement.
Customer Service Executive [Live Chat]
Brandt International for Shopee Singapore
05.2021 - 06.2021
- Specializes in Shopee Singapore's products and services
- Provide 1st level support to customers – inquiries, service requests, and complaints
- Proficient in CRM: SeaTalk, Salesforce, and other needed tools for assisting customers
Customer Service Executive [Email and Social Media]
Aisling Consulting for Touch 'n Go
12.2019 - 04.2021
- Specializes in Touch 'n Go products – Touch 'n Go cards, PayDirect, and RFID
- Provide 1st level support to customers – inquiries, service requests, and complaints
- Proficient in CRM: Genesys, Siebel, Remedy, Citrix, and other needed tools for assisting customers
Customer Service Agent [Voice]
United Overseas Bank
02.2019 - 04.2019
- Specializes in UOB products and services – credit cards and banking needs
- Provide 1st level support to customers – on demand or when necessary
Intern
PTDSB
10.2018 - 12.2018
- Writes official memos, letters, and reports to support senior officers' operations.
- Monitored daily CCTV footage for Time Recording Machine, ensuring compliance of 200 employees.
- Contributed to KPI, ISO, audit, disciplinary, and urine test reviews as a committee member.
Education
Bachelor's Degree - English Language Studies
The National University of Malaysia
Bangi, SelangorSkills
- Google Workspace
- Microsoft Suite
- CRM
- eKYC and Due Diligence
- Risk-based and Quality Analysis
Accomplishments
- High QA performance - Achieved QA scoring above 98% consistently every month at Concentrix.
- Top productivity - Processed over 500 content moderation tickets in a single day at Google project.
Personal Information
Languages
English - Native
Malay - Professional
Skills
4,4,5,5,5,5
Key Achievements
- Digital education success - Delivered face-to-face and online training to over 100 rural citizens on digital literacy.
- Customer support expertise - Specialized in handling 50+ Shopee Singapore customer inquiries daily through live chat.
Timeline
Quality Reviewer
Cognizant
01.2026 - 03.2026
Content Moderator
Concentrix for Google Project
12.2022 - 07.2025
Assistant Manager
MSD
09.2021 - 11.2021
Customer Service Executive [Live Chat]
Brandt International for Shopee Singapore
05.2021 - 06.2021
Customer Service Executive [Email and Social Media]
Aisling Consulting for Touch 'n Go
12.2019 - 04.2021
Customer Service Agent [Voice]
United Overseas Bank
02.2019 - 04.2019
Intern
PTDSB
10.2018 - 12.2018
Bachelor's Degree - English Language Studies
The National University of Malaysia