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Sonam Tshering

Sonam Tshering

Quality and Support Analyst (QSA)
Singapore

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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

  1. Established and maintained effective partnerships with clients internal teams, ensuring regular and accurate audits of agents content moderation decision and facilitating performance feedback sharing.
  2. Consistently met audit completion rate >98% and provided actionable feedback to 'Agents,' driving significant improvements in performance.
  3. Delivered targeted, just-in-time and refresher training sessions on evolving
  4. Content Policies, fostering team compliance and awareness.
  5. 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.
  6. Proactively identified areas necessitating content policy and operational
  7. guidelines training, collaborating with training partners to bridge knowledge
  8. gaps.
  9. Coached and mentored new hire agents during the nesting phase on the flooPlayed a pivotal role in outlier management, successfully assisting agents to
  10. Rebound and achieve performance goals within a rapid two-week timeframe,
  11. Contributing to overall team excellence.

Education

Bachelors of Degree in Business Administration 

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