Hafidzul Rahman Bin Khairudin
Quality And Risk-Based Analyst | Service Delivery & Customer Due Diligence Specialist
Kuala Lumpur
Summary
Specializing in risk-based analysis, customer due diligence (CDD), and service delivery, expertise has been honed through support of major brands in fintech, e-commerce, and digital platforms. Proficient in interpreting complex policies, regulations, and procedures, consistently delivering high productivity, accuracy, and quality. A proven track record of enhancing operational efficiency while ensuring compliance with industry standards positions as a valuable asset to any organization. Committed to driving results and fostering strong client relationships in dynamic environments.
Overview
8
8
years of professional experience
2
2
Languages
Work History
Process Executive
Cognizant
01.2026 - Current
- 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, Selangor12-2018
Skills
Effective writing and communication skills
Expertise in policy interpretation
eKYC and Due Diligence
CRM software proficiency
Proficient in Microsoft Office
Google Workspace proficiency
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.
- 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
Process Executive
Cognizant
01.2026 - Current
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