Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic
SANJAY PRAKESH

SANJAY PRAKESH

Quality Assurance Specialist
Petaling Jaya

Summary

An interpersonal skilled person who look for only positive thoughts which can quickly pinpoint problems, come up with solutions, and get the action going fulfill a place of pivotal importance in the organization. An enthusiastic and motivated individual seeking challenging leadership role to implement creative problem solving and management skills to reach the optimum practical of company resources.

Determined Quality Assurance Specialist with dedication to quality and accuracy. Familiar with handling multiple projects in highly competitive environments. Solid interpersonal and collaboration skills.

Overview

10
10
years of professional experience
2
2
Certifications
4
4
Languages

Work History

Quality Assurance Specialist

Bytedance
12.2024 - Current
  • Maintained consistent accuracy above SAR targets, despite increasing case volume and complexity.
  • Adapted quickly to fast-changing policies and frequent updates, ensuring correct and up-to-date case evaluations.
  • Conducted weekly calibration sessions to align tagging standards, policy interpretations, and decision-making between internal and BPO teams.
  • Actively participated in discussions during calibrations, providing practical insights to reduce audit and tagging discrepancies.
  • Created and maintained on-call support templates to standardize responses, improving efficiency and reducing ticket closure time.
  • Proactively resolved edge cases by collaborating with PICs, and updating shared knowledge bases for team benefit.
  • Supported process improvement through regular updates to the Internal RCA tracker, including data extraction, sample segregation, and root cause analysis.
  • Assisted in training and guiding teammates on policy changes, best practices, and case-handling procedures.
  • Collaborated with cross-functional teams to clarify complex cases and maintain quality consistency.
  • Contributed to report preparation and segregation, ensuring data accuracy, and timely submission.

Senior Process Executive

COGNIZANT
07.2021 - 12.2024
  • Responsible to review content posted on YouTube (Videos, Comments & Live Chats), ensuring content complies with Google's policies.
  • Handling internal and external calibration calls with admins & clientele, to achieve and provide the best decision for each content moderated across the workflow.
  • Promoted from Tier 1 to Tier 2 for assist admins grey area content and closely working with Quality Team to get more updates, clarification and urgent guidance.
  • Conducting daily Spot Checks and Shadowing of peers (mentoring) to ensure highest quality achieved as well as ensuring review process of content meets with the standards set by the clientele & the organization.
  • In charge of assisting Team Lead's by cascading information as well as instructing the team (admins), on necessary daily task/ad-hoc task and KPI's required by the management.
  • Responsible in handling internal audits provided by the clientele, and performing root cause analysis on the teams overall performance.
  • Remaining knowledgeable in current and past events around the world, to meet quality and community standards.
  • Recommend policy changes based on current events and to ensure policies are applied across the organization.
  • Successfully achieved Support Team Recognition Award, by assisting the Team Lead's & Managers in day to day execution of required task.

Financial service consultant

CIMB BERHAD
05.2020 - 10.2020
  • Assesses clients financial situation by gathering information regarding investments, asset allocation, savings, and retirement planning
  • Assist with help desk, advise customers on bank services for their needs
  • Resolve issues with banking services and accounts
  • Act promptly on all leads and follow up activities by fix up appointment with preferred customers and prime customers.

Agent

AXA INSURANCE
03.2019 - 02.2020
  • Providing quality customer service, Answer customer phone calls answering questions and offering services, meet with potential customers to explain all insurance options and collect and update customer information to ensure coverage is correct.

Assistant supervisor ( Internship )

Boozeat
09.2019 - 12.2019
  • Responsible maintaining business operation in the absence of the operation supervisor
  • Prepare daily activities such as staffing, scheduling, and customer relations
  • Responsible in audit and manage order placement for equipment or supplies needed by the business
  • Tracking and report on budget, cost and income
  • Responsible for supervision, training, and development of new intern staff.

Customer Service Agent

Media Shop
01.2016 - 12.2016
  • Manage large amount of incoming calls, Build sustainable relationships of trust through open and interactive communication, keep records of customer interactions, process customer accounts and file documents and resolve customer complaints via phone.

Education

Bachelor Of Management (Hons) -

UNITAR INTERNATIONAL UNIVERSITY
04.2019

Diploma In Management -

UNITAR INTERNATIONAL UNIVERSITY
04.2016

Malaysia Education Certificate (SPM) -

SMK SULTAN ABDUL JALIL
KLUANG, JOHOR
04.2012

Skills

Analytical problem solving

Certification

Gen AI Tools (Cognizant)

References

To be provided upon request

Timeline

Quality Assurance Specialist

Bytedance
12.2024 - Current

Senior Process Executive

COGNIZANT
07.2021 - 12.2024

Financial service consultant

CIMB BERHAD
05.2020 - 10.2020

Assistant supervisor ( Internship )

Boozeat
09.2019 - 12.2019

Agent

AXA INSURANCE
03.2019 - 02.2020

Customer Service Agent

Media Shop
01.2016 - 12.2016

Bachelor Of Management (Hons) -

UNITAR INTERNATIONAL UNIVERSITY

Diploma In Management -

UNITAR INTERNATIONAL UNIVERSITY

Malaysia Education Certificate (SPM) -

SMK SULTAN ABDUL JALIL

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