Qurratu'aini Binti Ismail @ Ismial
Subject Matter Expert (SME) - Content Moderation
Kulim, Kedah,02
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
6
6
years of professional experience
2020
2020
years of post-secondary education
3
3
Languages
Work History
Sales Agent
Oriental Kedah Realty Sdn Bhd (Kulim Property)
03.2019 - 03.2020
- Analyzed property listings, including new developments and secondary market offerings.
- Conducted interviews with prospective clients to assess needs and preferences.
- Accompanied clients to property site visits, providing detailed property insights.
- Negotiated and discussed terms and conditions of sale with clients.
- Offered expert consultation on property ownership and investment opportunities.
Content Moderator (Arabic Speaker)
Byte Precision Sdn. Bhd.
04.2020 - 07.2022
- Enhanced user experience by diligently monitoring and removing inappropriate content from the platform.
- Contributed to a positive online community by consistently applying fair judgment when moderating diverse types of content.
- Increased overall platform safety by proactively identifying trends or patterns in harmful or abusive content.
- Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
- Reduced response time for content review, ensuring a safer online environment for users.
Subject Matter Expert (SME)
Byte Precision Sdn. Bhd.
08.2022 - Current
- Strengthened team efficiency by training new moderators on best practices, guidelines, and workflow processes.
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing guidance on quality projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Proactively identified areas requiring policy updates or clarifications, reducing the occurrence of inconsistencies in content moderation decisions.
- Assisted with establishing clear escalation procedures for handling particularly challenging cases involving sensitive issues or complex violations.
Education
Bachelor - Sharia And Islamic Studies, Economics And Islamic Banking
YARMOUK UNIVERSITY
Irbid, Jordan 04.2016 - 01.2018
Bachelor - Sharia (Economics And Islamic Banking)
UNIVERSITY COLLEGE YAYASAN PAHANG
Kuantan, Pahang, Malaysia 01.2014 - 01.2016
Malaysian Certificate of Education (SPM) -
SMK Taman Jelutong
Kulim, Kedah, Malaysia01-2013
Sijil Menengah Rendah Agama (SMRA) -
Sekolah Menengah Islam Al-Masriyah
Bukit Mertajam, Penang, Malaysia 01.2009 - 01.2012
Skills
Self-motivated and Adaptable: Able to follow instructions and adjust to different work environments
Independent and Teamwork Skills: Comfortable working alone or with a team
Analytical and Research Skills: Strong ability to analyze information and conduct research
Customer Service: Experienced in assisting customers and demonstrating products
Communication and Cold-calling: Skilled in cold-calling and maintaining clear, ethical communication
Microsoft Office: Proficient in Word, PowerPoint, and Excel
Paperwork and Administrative Tasks: Efficient in handling paperwork and administrative duties
Training and Mentoring: Experience in training and mentoring team members
Social Media Skills: Knowledgeable in using social media platforms
Accomplishments
- HyperCare Project: Collaborated with the team to support Buddy Sessions for moderators, enhancing policy understanding and performance.
- Training & Nesting: Mentored new joiners through shadowing sessions and personalized guidance, improving their understanding of policies, accuracy, and productivity across key queues.
- Quality Projects: Led best practices sessions, shared policy updates and clarifications, collaborates with team members on Error Analysis Project, Case Collection, etc., enhancing team alignment and reducing repeated errors, especially on trending cases.
- Shift Management: Effectively managed shift queues to control latency and monitor team productivity, preventing backlogs and achieving performance targets.
- Overtime Support: Provided essential support during headcount shortages by working overtime, successfully clearing a backlog of over 30,000 video appeal cases to ensure smooth workflow and SLA compliance.
- Award Recognition: Earned multiple accolades over 4 years of service, including the Outstanding Individual Award (Shooting Star), Special Contribution Award, The Growth Booster Award, The Most Valuable Player for SEA, and the Special Task Star Award, highlighting exceptional performance and contributions.
Languages
English
Bilingual or Proficient (C2)
Malay
Bilingual or Proficient (C2)
Arabic
Upper intermediate (B2)
Timeline
Subject Matter Expert (SME)
Byte Precision Sdn. Bhd.
08.2022 - Current
Content Moderator (Arabic Speaker)
Byte Precision Sdn. Bhd.
04.2020 - 07.2022
Sales Agent
Oriental Kedah Realty Sdn Bhd (Kulim Property)
03.2019 - 03.2020
Bachelor - Sharia And Islamic Studies, Economics And Islamic Banking
YARMOUK UNIVERSITY
04.2016 - 01.2018
Bachelor - Sharia (Economics And Islamic Banking)
UNIVERSITY COLLEGE YAYASAN PAHANG
01.2014 - 01.2016
Sijil Menengah Rendah Agama (SMRA) -
Sekolah Menengah Islam Al-Masriyah
01.2009 - 01.2012
Malaysian Certificate of Education (SPM) -
SMK Taman Jelutong