Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Neha Shaw

Quality Team Lead
Kolkata
Neha Shaw

Summary

am an accomplished Quality Team Lead with a solid foundation in Quality Assurance (QA) and Content Moderation. With a total of 3 years of experience in the field of Quality Assurance, I have spent the past year honing my skills as a Quality Team Lead and 1 year as a Content Moderator for a popular short video app.

My journey in Quality Assurance began three years ago when I developed a keen eye for detail and a passion for maintaining the highest standards of product quality. Over the course of my career, I have meticulously examined processes, identified areas for improvement, and implemented effective quality control measures. My dedication to ensuring products meet or exceed customer expectations has consistently resulted in enhanced product quality and customer satisfaction.

In my role as a Quality Team Lead, I have not only continued to excel in QA but have also had the opportunity to mentor and guide a team of dedicated professionals. My leadership style focuses on fostering collaboration, providing constructive feedback, and empowering my team to deliver their best performance.

My one-year stint as a Content Moderator for a short video app allowed me to develop a deep understanding of content guidelines, user safety, and community standards. This experience equipped me with a unique perspective on content quality and compliance.

I am passionate about maintaining high-quality standards, leading teams to success, and contributing to a positive user experience. With a track record of excellence, I am eager to bring my expertise to new challenges and opportunities in the field of Quality Assurance and Content Moderation.

Overview

5
years of professional experience
3
years of post-secondary education
3
Languages

Work History

Floating Number Digital Solutions
Kolkata

Quality Team Lead
11.2022 - Current

Job overview

  • Establish a quality framework aligned with business specifics across regions and stakeholders.
  • Develop and implement a comprehensive quality strategy with scalable processes, tools, and systems for performance monitoring.
  • Identify and address quality issues, conduct root cause analysis, and collaborate with operations for improvement.
  • Research customer expectations to enhance satisfaction.
  • Create tailored training plans for individuals and groups.
  • Communicate updates effectively with the team, trainers, and management.
  • Generate statistical quality reports and insights.
  • Prepare SOPs, translations, and test systems for new country expansions.
  • Lead the team and handle internal escalations.
  • Provide intensive coaching and mentoring for new hires and teams in collaboration with Quality Monitoring and Training teams.
  • Implement policies for a positive work environment and employee recognition.
  • Contribute to special projects for performance improvement.
  • Manage direct reports, set OKR goals, and monitor progress.
  • Analyze customer satisfaction trends and implement improvement strategies.
  • Monitor team utilization, productivity, and schedule adherence.
  • Optimize processes with Readiness, SOP, Training, and System teams.
  • Conduct regular reviews with teams and stakeholders.
  • Collaborate with Recruiting/Staffing for QA talent acquisition.

Floating Number Digital Solutions
Kolkata

Quality Assurance
01.2019 - 11.2022

Job overview

  • Establish and oversee a quality framework aligned with business needs, involving collaboration with stakeholders.
  • Develop and execute a comprehensive quality strategy, incorporating scalable processes and tools for efficient performance monitoring.
  • Identify quality issues, conduct root cause analyses, propose improvements, and collaborate with operations to enhance quality.
  • Create customized training plans for individuals and groups to address specific needs.
  • Maintain effective communication among team members, trainers, and management regarding updates and developments.
  • Generate statistical reports and insights on quality performance.
  • Proactively identify and resolve issues affecting the service delivery team through teamwork and collaboration.
  • Implement policies and processes to foster a positive, productive work environment, boost team morale, and acknowledge employee achievements.
  • Contribute to special projects, including those involving performance analysis, service readiness, and tool enhancements as assigned by management.
  • Analyze trends in customer satisfaction and other key metrics, implementing strategies for future improvement.
  • Collaborate with Readiness, SOP, Training, and System teams to optimize processes impacting customers, sellers, and creators.
  • Conduct regular reviews with teams and internal stakeholders on a weekly, monthly, and bi-monthly basis.

Floating Number Digital Solutions
Kolkata

Content Moderator
06.2019 - 12.2019

Job overview

Reviewed over 1000 pieces of user-generated content for policy violations, resulting in a 98% accuracy rate

Education

Calcutta University
Kolkata,India

Bachelor of Arts from Humanities
03.2012 - 04.2015

University Overview

Skills

    Continuous Quality Improvement

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Timeline

Quality Team Lead
Floating Number Digital Solutions
11.2022 - Current
Content Moderator
Floating Number Digital Solutions
06.2019 - 12.2019
Quality Assurance
Floating Number Digital Solutions
01.2019 - 11.2022
Calcutta University
Bachelor of Arts from Humanities
03.2012 - 04.2015
Neha ShawQuality Team Lead