Mini Bisht
New Delhi
Summary
Experienced Quality Analyst specializing in trust and safety roles with over six years in operations, compliance, fraud, and abuse prevention. Proven track record in analyzing and categorizing minor age content, refining content policies, and enhancing AI-driven safety protocols to achieve high accuracy rates. Adept at collaborating with cross-functional teams to develop and implement policies and procedures that mitigate risk and ensure platform safety. Possess strong technical skills in SQL, and data analytics, along with excellent organizational, communication, and problem-solving abilities.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Quality Analyst - Trust And Safety
Bytedance Ltd
12.2019 - Current
- Quality Analysis: Evaluate content reviewers and anti-abuse activity to ensure accurate classification, handling, and process adherence, measuring performance against established QA benchmarks. Create and deliver Quality Data Insights to managers; partner with managers to identify and agree on areas for managers / seniors / leads to deliver individual and group coaching to their agents.
Quality Coaching: Facilitate engaging and empowering monthly coaching sessions with our Trust & Safety team members on Policy education and interpretation to ensure they are performing to the highest standards and making LinkedIn the safe place all our members value and trust.
Stakeholder Management: Build and maintain strong partnerships with our Trust & Safety staff and cross-functional teams, providing regular communications and updates. Collaborate with Project Management, our Tools engineering teams, Policy and Legal teams, Training and Data Science to provide structured and timely recommendations to enhance and improve performance at all levels of the Trust organization.
Quality Evaluation: Use tools and reporting to gather data and evaluate trends or patterns affecting quality at the employee level as well as broader trends at the team / regional / policy level. Leverage expertise to identify and explore gaps identified through analyzing content review results and different restriction activity; conduct root cause analysis, identify performance / process improvement opportunities and share actionable insights.
Quality Program Development: Collaborate with the global Quality team and leaders to design a quality program that measurably improves performance of our teams and implement / operationalized that program to drive consistency globally.
Policy Trainer Rotation program- Developed & delivered online and classroom training sessions covering process, product, policy, and new hire inductions.
- Built training programs from scratch (from ideation, through planning, implementation, review, and outcomes analysis) including e-learning structure.
One of the top performers and awarded the Spot Bonus. High Accuracy maintained with average of 99.5 percent.
Sr. Representative Training & Quality (Client- Google)
Concentrix Daksh Services India Pvt. Ltd.
01.2017 - 12.2019
- Project Leadership: Act as primary point of contact for YouTube’s graphic violence content policies. Spearheaded a minor age categorization project in image format, achieving over 95% accuracy in child safety risk.
- Policy Customization: Design policies from initial issue identification to final implementation, Communicated findings and results clearly with all involved stakeholders while adapting language and terminology to different types of audiences.
- Content Policy Enforcement: Managed high volumes of urgent Content Policy related Escalations from different internal and external stakeholders (Cross functional teams, vendors, NGOs, Law Enforcement…).
- Collaboration and SOP Development: Collaborated with content operations teams to develop multi-vertical Standard Operating Procedures (SOPs), informed by data analysis from past incidents to improve content interpretation and incident prevention.
Education
MBA -
Institute of Management Technology
Delhi, India03.2016
Skills
- Risk Mitigation
- Policy Enforcement
- SQL /Excel
- Process Optimization / Project Management
- Market Insights
Certification
- Project Management - Trust & Safety
- IBM Data Analysis
- Fundamentals of public policy from CPRG (June Batch)
Accomplishments
- One of the top performers and awarded the Spot Bonus. High Accuracy maintained with average of 99.5 percent.
- Proactively mitigated COVID-19 misinformation risks on TikTok, reducing impact by 75%.
- Strengthened content moderation, optimized verification, and enhanced data analytics for early detection.
- Contributed to TikTok's reputation, fostering user trust through effective misinformation control.
- Significantly improved quality parameters at Bytedance by 90-95% through clear, concise training methods.
- Ensured regular training for moderators and agents, enhancing overall project quality and efficiency.
Languages
English - Advanced (C1)
Hindi - Advanced (C1)
Project -UNO
- Responsible for picking the cases for Golden Assessment (GA), Ground Truth (GT) which works as Single source of truth (SSoT) to project the live accuracy of the content on the platform.
- Leveraging cases set by GT, GA 2.0 cases are injected to mod teams serving as a performance benchmark.
- This project helped in removing the need of the case appeals which in turn save us the 5 steps of case touchpoints with no overall impact. (just an internal process)
- A huge benefit of Project UNO is that we are able to produce a mass set of data and pinpoint the root cause analysis of where possible issues lie.
- Developed a BOD incubator to minimize edge cases. Conducted policy refresher and clarification sessions for bottom quartile populations. Implemented training sessions for cross-team R1 QAs to prepare for Europe, SSA, and IL regions.
Timeline
Quality Analyst - Trust And Safety
Bytedance Ltd
12.2019 - Current
Sr. Representative Training & Quality (Client- Google)
Concentrix Daksh Services India Pvt. Ltd.
01.2017 - 12.2019
MBA -
Institute of Management Technology
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