Summary
Overview
Work History
Education
Skills
Timeline
AdministrativeAssistant

Payal Chakraborty

Platform Experience Quality Analyst
Bengaluru

Summary

Results-driven Trust & Safety professional with six years of experience in content moderation, fraud detection, policy enforcement, and operational analysis across leading social media platforms. Adept at managing complex escalations, leading cross-functional initiatives, and driving platform integrity through rigorous quality control and data insights. Strong background in stakeholder communication, tooling innovation, and mentoring. Known for taking ownership, driving continuous improvement, and maintaining high standards of compliance and user safety. Committed to making meaningful contributions and advancing organizational goals.


Overview

6
6
years of professional experience

Work History

Platform Experience Quality Analyst - LinkedIN

Accenture
02.2023 - Current
  • Identified process inefficiencies through meticulous data analysis, leading to streamlined operations and increased productivity.
  • Analyzed quality and performance data to support operational decision-making.
  • Created and revised procedures, checklists and job aids to reduce errors.
  • Led root cause analysis initiatives that resulted in significant reduction in recurring defects.
  • Ensured compliance with regulatory requirements by meticulously reviewing documentation and maintaining accurate records.
  • Conducted thorough risk assessments for new policy releases to mitigate potential impacts on user experience.
  • Promoted collaborative approach to problem-solving, leveraging team strengths to address complex quality challenges.
  • Investigated payment failures and resolved them by coordinating with relevant stakeholders, handling disputes, and managing chargebacks. I have used tools to take action on those dispute or chargeback.
  • Communicated exceptions to the appropriate departments and ensured timely resolution.
  • Monitored resolution of bugs, tested fixes, and helped developers tackle ongoing problems by providing QA perspective.
  • Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.

Trust and Safety Ads Reviewer - Project LinkedIn

VARITE
02.2021 - 02.2023
  • Maximized overall customer satisfaction through timely resolution of disputes related to advertisement removals or adjustments.
  • Proactively identified potential gaps in ad review processes, recommending solutions for increased efficiency and accuracy.
  • Collaborated closely with product development teams, providing insights on user behavior patterns observed during ad reviews.
  • Exhibited strong attention to detail while evaluating various elements of ads including text, images, and targeting criteria.
  • Efficiently managed time-sensitive tasks, prioritizing reviews based on urgency and potential impact on business objectives.
  • Reduced fraudulent activity by identifying and removing deceptive or misleading ads from the platform.
  • Investigated fraudulent activities and guided users through Resolution Center protocols.
  • Improved ad quality by diligently reviewing and analyzing content for compliance with platform policies.
  • Handled ATO (Account Takeover), PTO (Payment Takeover), TOA (Takeover Activity), ID theft, first-party fraud, phishing, and scam-related cases with strict escalation handling.
  • Supported chargeback and claim resolution processes within SLA timelines.

Buyer Risk Specialist

Amazon
06.2019 - 07.2020


  • Conducted thorough investigations for suspicious transactions, reducing financial risks and potential losses.
  • Investigated login anomalies and fraudulent payment behavior related to ATOs, TOA, and scam attempts. Handled complaints regarding credit cards, mobile banking, and account security.
  • Handled complaints regarding credit cards, mobile banking, and account security.
  • Prevented significant financial losses by identifying high-risk accounts and initiating appropriate countermeasures.
  • Analyzed transaction patterns by utilizing cutting-edge software tools, uncovering hidden fraud schemes and threats.
  • Implemented financial risk management policies, limits and strategies that complied with standards and strategic imperatives of organization.
  • Looked at existing and new merchants and individual buyers to evaluate fraud, chargeback and compliance risks.
  • Assisted fraud victims through chat, email, and voice support, ensuring professional and empathetic resolution. Investigated account breaches and collaborated with internal risk teams.

Education

MBA - Digital Marketing

ITM
Bengaluru, India
04.2001 -

Diploma In Computer Science - Computer Science

Robotics Institute
Burdwan
04.2001 -

B. Com - Financial Accounting

University of Burdwan
Burdwan
04.2001 -

Skills

Fraud Risk Ops - Scam Tracking, Appeals, Fraud Detection and Prevention, KYC, Dispute Handling, AML, Chargeback handling

Timeline

Platform Experience Quality Analyst - LinkedIN

Accenture
02.2023 - Current

Trust and Safety Ads Reviewer - Project LinkedIn

VARITE
02.2021 - 02.2023

Buyer Risk Specialist

Amazon
06.2019 - 07.2020

MBA - Digital Marketing

ITM
04.2001 -

Diploma In Computer Science - Computer Science

Robotics Institute
04.2001 -

B. Com - Financial Accounting

University of Burdwan
04.2001 -

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Payal ChakrabortyPlatform Experience Quality Analyst