NABIN KUMAR BARMAN
Mumbai
Summary
Dynamic and results-oriented professional with over 11 years of experience in content moderation, quality assurance, and process improvement in fast-paced settings, I currently hold the role of Partner Management Senior Analyst at ByteDance India Private Limited. In this capacity, I lead the Content Moderation team for external partners, ensuring high-quality standards are met. My expertise includes stakeholder management, vendor coordination, and implementing content security standards. Skilled in data analysis and conflict resolution, I excel in knowledge management and training delivery, always striving for continuous improvement. I possess strong adaptability and resilience, evidenced by my ability to navigate real-time challenges and foster team development. Proficient in Microsoft Office tools, SQL, and database management systems
Overview
13
13
years of professional experience
Work History
Partner Management Senior Analyst
ByteDance India Private Limited
07.2019 - Current
- Overseeing the Content Moderation team's performance, encompassing productivity, quality, SLA adherence, and employee wellness, while guiding them towards reaching their maximum potential and upholding elevated standards of work quality
- Attending WBRs, MBRs & QBRs with BPO sites to keep track of the KPIs
- Communicate with BPO to help launch new TikTok project
- Follow up closely with BPO progress and proactively detect potential risks, prepare and complete action plans, to ensure and maintain moderation performance
- In the event of any escalation or subpar performance, request Root Cause Analysis (RCA) and Action Plans from the BPO sites
- Prepare weekly report of BPO Productivity & Quality report
- Periodic visits to the vendor partner location to keep track of real-time challenges
- Co-ordinating with XFN stakeholders like Workflow, Country-policy, Market Specialist team to facilitate seamless business operations
- Engage in the improvement and operation strategies of the Content Management System
- Collect Escalation cases, trends, and risks to Emergency Response, Market POC, and Policy team
- Exploring content trends through regular research and analysis
- Run weekly sampling analysis and calibration
- Conduct weekly calibration meetings with the moderation team
- Run external inquiry investigation of suspected bad cases/when indicators worsen rapidly
- Coordinating with supervising departments to timely deal with contents violating community regulations, and to update operation standards
- Responsible for developing, maintaining, and implementing Community Content Security Standard
- Training delivery, Onboarding, and knowledge management for Inhouse team members
- Grooming the team members for higher roles like SME & QA.
Business Process Associate
Accenture Solutions
04.2018 - 07.2019
- Reviewed, classified, and/or removed content according to client guidelines, using specific tools and channels
- Understood and made decisions/took actions as per client policies and guidelines
- Stayed up to date with any changes on policies/process
- Investigated, resolved, and relayed complex content issues to the broader Trust and Safety team
- Identified improvement opportunities in workflow and suggested solutions to improve the quality and overall efficiency of the process
- Participated in continuous training programs and workgroup discussions for optimal development in the role
- Engaged in conversation around socially sensitive topics with the purpose of keeping our communities safe
- Engaged in the well-being activities
- Met the desired efficiency established by the business.
Customer Support Associate L2
Amazon Development Centre
04.2017 - 07.2017
- Handled emails from the customers of Amazon.com North America region and provided resolution as per the policy
Senior Associate
Wipro LTD
04.2011 - 01.2016
- Adjudication of Medical bills in the Rework queue called PCRS Handled complaints & escalated issues from the provider & resolute them as per SOP
- Maintained the data of my deliverables and team activities for achieving the targets
- Performed internal audits for training teams and random audits for the tenured processors
- Provided feedback to the processors whose claims were caught in Internal Audits, to find out the root cause for improving the quality targets set by the company
- Conducted Sessions for the new hire teams to keep them updated with the current product knowledge
- Prepared the internal audit report and submitted it to the management for reconsideration
- Handled a team of 15 processors for a non-voice Insurance process (Claims) catering to all the U.S. customers in the health insurance sector. Handling customer escalations
- Took weekly assessments to gauge the performance of the team
- Took vitality sessions for the newly hired team
Education
Skills
- Vendor Management
- Stakeholder Management
- Conflict Management
- Attention to Detail
- Problem-solving
- Critical Thinking
- Action Plan Development
- Performance Analysis
- Team Management
- Content Management
- Quality Control
- Adaptability and Flexibility
- Resilience and Stress Management
- Knowledge Management
- Root Cause Analysis
- Data Collection and Analysis
- Training Delivery
- Microsoft Office Tools
- SQL & DBMS
Languages
Bengali [Read, Write & Speak]
Hindi [Read, Write & Speak]
English [Read, Write & Speak]
Hobbies and Interests
- Travelling to different places
- Moto-vlogging
Timeline
Partner Management Senior Analyst
ByteDance India Private Limited
07.2019 - Current
Business Process Associate
Accenture Solutions
04.2018 - 07.2019
Customer Support Associate L2
Amazon Development Centre
04.2017 - 07.2017
Senior Associate
Wipro LTD
04.2011 - 01.2016
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