Annalyn G.
Senior Quality Analyst
Open to offersNew to PlatformAbout
Results-driven Senior Quality Assurance & Content Moderation with over 8 years of cross-functional experience across Trust & Safety, customer experience, and business operations.
Currently serving as a Senior Quality Assurance Analyst supporting Google Maps operations, I specialize in policy enforcement, spam and fraud mitigation, root-cause analysis (RCA), and user-generated content (UGC) audits. Throughout my tenure, I have consistently delivered top-tier performance—maintaining a 0% personal error rate, achieving 107%+ productivity, and coaching operational teams to sustain error rates below 2%. My dedication to quality and operational excellence has earned multiple recognitions, including the Diamond Club, Raising the Bar, and Above and Beyond awards.
Prior to specializing in QA and moderation, I built a solid operational foundation in high-volume customer support and administrative workflows, including payroll management, compliance, and IT support. I hold a background in Computer Science from Access Computer College, enabling me to combine technical proficiency with sharp analytical thinking.
Core Expertise:
Quality Assurance & Trust & Safety: UGC moderation, policy compliance, spam detection, audit calibration, and root-cause analysis.
Performance & Calibration: Operator coaching, quality scoring, process improvement, and workflow optimization.
Operations & Tech: Data integrity, customer resolutions, documentation, payroll processing, and IT troubleshooting.
Open to remote opportunities where I can help organizations protect platform integrity, streamline QA workflows, and ensure the highest standards of data quality.
Why hire me
With over 8 years of cross-functional experience across Quality Assurance, Trust & Safety, and customer operations, I bring an exceptional eye for detail, deep policy compliance expertise, and a track record of operational excellence. Proven Precision: Consistently maintain a 0% personal error rate, 107%+ productivity, and a sub-2% team error threshold through RCA and targeted coaching. Platform Integrity: Skilled at mitigating spam, detecting fraudulent listings, and auditing user-generated content under strict compliance guidelines. Adaptable & Reliable: Strong foundation in tech, data management, and problem-solving, ensuring seamless execution in fast-paced remote workflows.
Experience
Senior Quality Assurance Analyst (SPE)
Cognizant · 2022 — PresentLead quality audits and policy compliance for Google Maps operations, reviewing user-generated content, photos, reviews, edits, and business profiles to ensure 100% adherence to Google Trust & Safety guidelines. Detect and eliminate fraudulent listings, spam edits, and policy violations to protect platform and map data integrity. Conduct root-cause analysis (RCA) on reverts to address recurring moderation errors and optimize review accuracy. Act as operations lead during transitions, conducting calibration sessions and coaching operators to maintain team error rates below 2%. Consistently maintain a 0% personal error rate and 107%+ productivity, earning the Diamond Club, Raising the Bar, and Above and Beyond awards.Customer Experience Agent
Alorica · 2021 — 2022Handled real-time inbound customer chats, delivering accurate, prompt, and empathetic resolutions to a wide range of inquiries. Accurately updated customer records and managed database entries in strict accordance with company standards and security protocols. Executed diverse transaction workflows, including verifying information, processing claims and invoices, updating account records, and successfully closing cases to ensure high customer satisfaction.Customer Solutions Specialist
Concentrix · 2019 — 2021Managed 100+ customer interactions daily via phone and live chat, delivering personalized, polite, and effective support. Resolved complex customer complaints by identifying root issues and providing comprehensive solutions or alternatives. Consistently met and exceeded key performance indicators (KPIs), quality metrics, and customer satisfaction benchmarks each month.Payroll / IT Specialist
Triple Star Staffing Center · 2015 — 2019Managed end-to-end payroll processing, accurately computing regular hours, overtime, night differentials, tax brackets, and mandatory government deductions (SSS, PhilHealth, Pag-IBIG). Generated client billing, payslips, and payroll text files for secure bank uploading while ensuring timely submission and payment of statutory contributions. Provided primary IT support, maintaining office hardware, computers, and network equipment, and prepared technical presentation materials for company seminars.
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