About Sonam Tshering:
Versatile and adaptable professional with a unique blend of experiences across
multiple industries. Experienced professional with a diverse background spanning
roles as an Assistant Director, Freelance Professional Tourist Guide, and currently
as a Quality and Support Analyst.
In my current role, I bring a strong foundation of adaptability, problem-solving, and
creativity gained from my experience in the dynamic film industry. As a Quality and
Support Analyst, I leverage these skills to deliver exceptional results, ensuring top
notch quality and support to meet and exceed organizational goals.
Experience
- Established and maintained effective partnerships with clients internal teams, ensuring regular and accurate audits of agents content moderation decision and facilitating performance feedback sharing.
- Consistently met audit completion rate >98% and provided actionable feedback to 'Agents,' driving significant improvements in performance.
- Delivered targeted, just-in-time and refresher training sessions on evolving
- Content Policies, fostering team compliance and awareness.
- Actively conducted decision accuracy audits, aligning outcomes with community standards and internal policies, while collaborating with cross functional teams to enhance the performance of underperforming personnel.
- Proactively identified areas necessitating content policy and operational
- guidelines training, collaborating with training partners to bridge knowledge
- gaps.
- Coached and mentored new hire agents during the nesting phase on the flooPlayed a pivotal role in outlier management, successfully assisting agents to
- Rebound and achieve performance goals within a rapid two-week timeframe,
- Contributing to overall team excellence.
Education
Bachelors of Degree in Business Administration
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