Muhammad Farid Yakob
Trust & Safety Workflow Trainer
Kuala Lumpur
Summary
A comprehensive background spanning over six years at Accenture, excelling in various roles, most recently as a Trust & Safety Workflow Trainer. Responsibilities include onboarding and mentoring new joiners, facilitating training programs, and executing real-time audits. Possesses a deep understanding of policies and regulations, ensuring strict compliance and adherence. Demonstrates proficiency in Microsoft Office and Google Docs. Committed to delivering exceptional results and eager to apply skills to drive the company's success.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Trust & Safety Workflow Trainer
Accenture Technology Solutions Sdn Bhd
4 2022 - Current
- Training Excellence: Successfully onboarded and mentored new joiners, ensuring a seamless integration into the team and facilitating ongoing training refresher sessions to address quality top drivers, assessment errors, and updates. Lead in creating a survey form to collect feedback from new joiners for improvement plan and implemented it during ramp-up sessions. Successfully achieved 100% CSAT after the implementation.
- Process Innovation: Spearheaded the facilitation of a new workflow project, contributing to enhanced team efficiency and workflow optimization, showcasing adaptability and a proactive approach in implementing process improvements.
- Performance Management Impact: Executed training activities under performance management initiatives, resulting in measurable improvements in team performance and adherence to quality standards.
- Strategic Planning: Played a crucial role in monthly Training Needs Analysis, providing valuable insights and recommendations that contributed to the strategic planning phase of Performance Management Initiatives.
- Reporting Proficiency: Demonstrated strong analytical skills by providing weekly analysis on assessment results, evaluating and signing off on assessment reports, tracking completion for training rollouts, and creating comprehensive weekly training performance reports
Platform Experience Analyst
Accenture
2022.01 - 2022.04
- Product Knowledge Mastery: Developed and maintained in-depth knowledge of the client's products and policies, ensuring accurate and informed decision-making in content review and analysis.
- Efficiency Enhancement: Identified inefficiencies in workflows and suggested solutions, contributing to improved efficiency and effectiveness in meeting base metrics for content review.
- Trend Recognition: Demonstrated a keen ability to recognize trends and patterns in online content, effectively escalating issues that could impact timely delivery and suggesting proactive solutions.
- Collaborative Problem Solving: Collaborated with cross-functional teams, including content reviewers, content creators, and stakeholders, to ensure consistent and timely delivery of content review tasks and projects.
- Risk Mitigation: Played a crucial role in investigating, escalating, and resolving issues reported by users or flagged by the system, contributing to the enhancement of the quality and safety of online content
Content Review Analyst
Accenture
2018.06 - 2022.01
- Content Moderation Excellence: Reviewed and moderated content across various digital platforms, maintaining a high standard of quality, relevance, accuracy, and compliance with company and client policies.
- Issue Identification and Resolution: Identified and escalated content issues, risks, and trends promptly, providing effective recommendations and solutions for resolution, ensuring legal compliance and content safety.
- Industry Best Practices: Stayed updated on the latest content standards, best practices, and industry trends, applying this knowledge to enhance the content review process.
- Collaborative Leadership: Communicated and collaborated effectively with content reviewers, content creators, and stakeholders, ensuring a cohesive and efficient workflow.
- Device and Asset Management: Managed device and asset management for relevant parties within the organization, showcasing organizational skills and attention to detail
Lecturer
Kirkby International College
2016.01 - 2017.10
- Curriculum Development: Developed teaching modules related to Writing Skills, English Enrichment, Scriptwriting, Introduction to Drama, Phonetics, Phonology Morphology, Semantics, Syntax, and Error Analysis, ensuring a comprehensive and engaging curriculum.
- Effective Lecturing: Delivered engaging and informative lectures to students taking Certificate in Business and Diploma in English, fostering a positive learning environment.
- Academic Support: Provided support and guidance to students and colleagues in academic matters, contributing to a positive and collaborative academic community.
- Assessment Expertise: Set and graded assignments, tests, and exams that effectively assessed students' understanding and progress in the respective subjects.
- Active Participation: Attended and actively participated in meetings and relevant events, contributing to the overall academic development and success of the institution
Education
Bachelor of Education (Honours) Teaching English as a Second Language - Education
University Selangor (UNISEL)
2013.01 - 2016.11
Skills
Interpersonal
Communication
Subject matter expertise
Creative Problem-Solving
Compliance Audits
Quality Control
Continuous Improvement
Training Method
Coaching and Development
Business Needs Analysis
Written Communication
Planning and coordination
Timeline
Platform Experience Analyst
Accenture
2022.01 - 2022.04
Content Review Analyst
Accenture
2018.06 - 2022.01
Lecturer
Kirkby International College
2016.01 - 2017.10
Bachelor of Education (Honours) Teaching English as a Second Language - Education
University Selangor (UNISEL)
2013.01 - 2016.11
Trust & Safety Workflow Trainer
Accenture Technology Solutions Sdn Bhd
4 2022 - Current
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