SHARANDIP KAUR
Batu Caves, Selangor,10
Summary
Have excellent analytical and problem-solving abilities, as well as the capacity to deal with challenging clients. In addition to being diligent and committed to my work, I am a meticulous individual who has a deep understanding of online payment platform systems, fraud, and Tracking and identifying, managing credit card disputes, claims, KYC, and resolving associated merchant issues
Overview
2025
2025
years of professional experience
1
1
year of post-secondary education
2
2
Certifications
3
3
Languages
Work History
Senior Quality Assurance Analyst
TikTok Malaysia
Batu Caves, Selangor
01.2021 - Current
- Mentored and coached team members on QA & moderators on topics and strategies.
- Supported company in maintaining a work environment focused on quality, communication, collaboration, integration, and teamwork.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Conducted training sessions for junior QA analysts, enhancing their skills and knowledge of industry best practices, and coaching the external new hires. Assisted them during the ramp-up period by training them on the team-related tools and platforms.
- Reported progress, test metrics and results to project stakeholders.
- Perform ad hoc tasks, such as updating policies and root cause analysis.
- Ability to provide policy clarification, Q&A sessions for policy updates and cascading
- Work closely with moderation teams and Quality Analysts regarding quality improvement and take partial ownership of the quality goals of the moderation team.
- Prepare monthly reports, such as policy analysis, market quality analysis, and moderators analysis.
Trust & Safety Content Moderator
TikTok
9 2020 - 03.2021
- Responsible auditing, 30 Live sampling, Video follow the policy process strictly to handle the day-to-day work, deliver the solid safety control result of Live Streaming content.
- Cooperate with other business-related functions to complete designated work and deal with temporary tasks.
- Take regular working summary and reflection, continuously review and improve performance on both quality and efficiency, and bring timely feedback of issues and optimization opportunities found in work.
- In charge of UAT testing for platform improvement.
- Responsible for shadowing to guide new hires.
- Analyze risk level of incidents and assess safety status of community.
- Interpret and apply complex policy guidelines to content by understanding review policy and guidelines.
- Assist and provide guidance to moderator during operations in terms of quality and policy-related matters.
- Assist Team leader task for floor operation during Team leader is not present.
- Provide feedback from moderators and on quality coaching on weekly basis
- Floor walk and check on moderation quality and policy understanding
- Auditing teammate decision videos with correct tagging on violations
- To perform any other assignment assignments assigned by superior from time to time
- Attending and conducting calibration with supervisor on weekly basis
Medical Life Underwriter
Zurich insurance
Kuala Lumpur, Kuala Lumpur
10.2019 - 03.2020
- Accurately underwrite all policy product by assessing the risk according to company guideline regulation align with compliance
- To review renewals with claim experiences, provide advice policy approve or decline risk
- Review & analyses of fraudulent, suspicious trends & investigate on the policy
- Accurately underwrite all products including Life / medical underwriting by assessing the risks according to company guidelines and regulations
- Oversee and review underwriting of sub-standard risk application
- Underwriting data sheet for large sum assured cases for the Financial Underwriting
- Any other ad-hoc assignment
Senior Payment Risk Analyst & Chargeback
Grab Malaysia
05.2019 - 10.2019
- Dispute handling involve service/good not received for local & international customer for overall Processing American Express, JCB, Mastercard, Credit Card and Union Pay International and Visa payments and Stripe pay
- Also Resolve all chargeback issue
- Work on process improvement & procedure also handling queries regarding cardholder's transactions disputes
- Managing & collate necessary documentation to support chargeback to ensure all deliverables meet required quality standard
- Support KYC verification, merchant-related and database, any fraud escalation or unknown charges pertaining to Grab Financial Account, also review and handle Retrieval Request/ Chargeback/ Representment/ Arbitration/ Compliance case
- Reconciliation of Financial entries for Card transactions and Reconciliation transactions in bank accounts
Risk Analyst & Fraud Specialist
PayPal Malaysia
Petaling Jaya, Selangor
12.2015 - 05.2019
- Timely review of Fraud detection alerts and closure also execute daily ad hoc tasks or lead small projects as needed
- Blocking/ unblocking of client accounts (Card, user login, etc..) for suspicious fraudulent activity
- Interim subject matter expert (SME) and quality assurance (QA) on fraudulent activity & disputes
- Analyze fraud trends, conduct investigative Research into losses, and analyze loss type data to determine fraud patterns to perform surveillance activities to detect Money Laundering/Terrorist Financing ('ML/TF') activities (Transactions monitoring as well as sanctions screening and filing of relevant documents/reports reviewed also Being aware of new trends and threats to the bank
- Adherence to Standard Operation Procedure also identify risk mitigates wherever possible
- Using IP address to identify fraud activity on merchant and buyer's account
- Support KYC verification, merchant-related and database, any fraud escalation or unknown charge
- Perform first level of dispute & fraud analysis such as suspicious transaction reporting & AML
- Responsible for making sound judgment and decisions on the alerts in accordance with the operating guidelines, procedure and customer interaction module to prevent and minimize fraud losses
- Strong knowledge of current Cyber Fraud trends including common Account Takeover techniques and banking malware
- Assist TL on coaching and quality improvement matter
- Work on special project for system implementation for better quality process
Customer Service Operation Manager
Weshop- Ecommerce & logistic
Kuala Lumpur, Kuala Lumpur
01.2005 - 10.2012
- Handle inquires, complaints & investigate on refund, broken & missing item also direct calls to appropriate parties or take messages
- Acquiring update knowledge on procedure related process & process improvement
- Provided customers with quality assistance through phone calls, emails, and internet chats
- Managed and evaluated workflow and productivity, making changes where necessary
- Assist in the processing of daily orders, quotations, payments received
- Perform new order fraud background checks for large transactions, orders or new sign-ups as required
- Work alongside the commercial and the operations team to determine standard operating procedures for B2B orders
- Ensure all inbound queries raised by customers on products are addressed by a dedicated customer service support center in a timely manner
- Logistics arrangement includes liaison with logistics provider, contractors, suppliers, keep close follow through on shipment arrangement & Perform role as Credit Controller in credit processing, collection and credit recovery
Education
Diploma - medical imaging
Vision College
Petaling Jaya 10.2012 - 01.2014
Skills
Analytical Thinker
Strong Investigation Skills
Problem Solving
Team Player
Multi-Tasking
Detail Oriented
Teamwork oriented
Hardworking
Accomplishments
- System solutions that helped to simplify processes.
- Best analytic thinker & problem solver award.
- PayPal Top 10 Best Average Handling Time (AHT).
- Detected fraud trend worth of 10k euro.
Training
- Anti-Money Laundering
- Compliance
- IT & Security
- Know Your Customer (KYC)
Certification
Teaching
hiking
Hiking may be an amazing adventure! It lets you appreciate the outdoors and detach from everyday life by fusing physical activity with the beauty of nature. Regardless of whether it's a difficult mountain trail and keep my mind stronger
Timeline
Certified baker
09-2024
Teaching
01-2024
Senior Quality Assurance Analyst
TikTok Malaysia
01.2021 - Current
Medical Life Underwriter
Zurich insurance
10.2019 - 03.2020
Senior Payment Risk Analyst & Chargeback
Grab Malaysia
05.2019 - 10.2019
Risk Analyst & Fraud Specialist
PayPal Malaysia
12.2015 - 05.2019
Diploma - medical imaging
Vision College
10.2012 - 01.2014
Customer Service Operation Manager
Weshop- Ecommerce & logistic
01.2005 - 10.2012
Trust & Safety Content Moderator
TikTok
9 2020 - 03.2021
Similar Profiles
Brigitta WibowoBrigitta Wibowo
Model Optimization Specialist at TikTok MalaysiaModel Optimization Specialist at TikTok Malaysia
Arri MustaphaArri Mustapha
Senior Operations Team Leader at ByteDance (TikTok Malaysia)Senior Operations Team Leader at ByteDance (TikTok Malaysia)
Nelly WongNelly Wong
Network Development Manager at NZ New Image MalaysiaNetwork Development Manager at NZ New Image Malaysia