Jayanta Handique
Trust & Safety Specialist
Tinsukia,Assam
Summary
Trust & Safety professional with 7+ years of experience in content moderation, policy enforcement, quality assurance, community operations, fraud prevention and online safety across Electronic Arts and Genpact. Experienced in interpreting complex policies, handling ambiguous cases, enforcing global safety standards, maintaining SLA compliance, and collaborating across Quality and Policy teams.
Overview
1
1
Certification
8
8
years of professional experience
Work History
TOS Administrator
Electronic Arts India Pvt. Ltd.
Hyderabad
10.2021 - 07.2026
- Highlight strong expertise in policy enforcement, securing consistent application of platform standards while prioritizing user safety, fairness, and organizational objectives.
- Scrutinize and manage significant quantities of user-generated content, recognizing violations associated with harassment, hate speech, graphic violence, exploitation, fraud, and other detrimental content.
- Successfully resolve 100+ user cases/tickets per day, addressing user concerns and escalations efficiently and within defined service standards.
- Interpret and execute comprehensive policy guidelines to establish correct moderation decisions encompassing ambiguous situations, restricted context, or dynamic policy updates.
- Highlighted expertise in policy enforcement, ensured consistent application of platform standards while prioritizing user safety, fairness, and organizational objectives.
- Assess sensitive and high-risk cases, forwarding critical issues to specialized teams according to established governance and escalation frameworks.
- Facilitated collaboration with cross-functional stakeholders, including quality policy and operations teams, to promote uniform policy understanding and improve process efficiency.
- Employed analytical thinking and investigative expertise to assess situations, address challenges, and ensure equitable, consistent decision-making.
- Supported user satisfaction through prompt resolution of reported concerns regarding offensive or inappropriate material.
Process Associate
Genpact India Pvt. Ltd.
Hyderabad
07.2018 - 08.2021
- Evaluated and moderated user-generated content for Meta (Facebook), applying community standards and policy guidelines to ensure accurate enforcement decisions and uphold a safe online environment.
- Enhanced internal communication by delivering constructive feedback on content moderation tools and systems, resulting in improved user experience.
- Collaborated with cross-functional teams to refine content moderation processes and protocols.
- Trained new team members on policy knowledge and effective moderation strategies, contributing to team onboarding and consistency.
- Guided team operations as acting team lead for 10 months by supporting colleagues, refining workflows, and elevating performance standards.
- Partnered with cross-functional teams to refine content moderation processes and protocols, streamlining operations and enhancing compliance.
Education
PGDBM -
Jain University
Bengaluru, India08.2017
B.Com -
Gauhati Commerce College
Guwahati, India06.2015
Skills
Trust & Safety
Policy Enforcement
Content Moderation
Escalation Management
Risk Assessment
Fraud Prevention
Team leadership
Accomplishments
- Best Quality Performer – January 2019
- Best Quality Performer – November 2019
- Best Quality Performer – March 2020
- 2nd Best Seminar Presentation Team Award (Marketing Management)
- Acting Lead for 10 months during the Team Lead's absence
Certification
Lean Ace Certified (1 Star), Google Certifications, Generative AI for Beginners by Udemy, MS Office Certification
Timeline
TOS Administrator
Electronic Arts India Pvt. Ltd.
10.2021 - 07.2026
Process Associate
Genpact India Pvt. Ltd.
07.2018 - 08.2021
PGDBM -
Jain University
B.Com -
Gauhati Commerce College