Anthony K.
Mid-Level Quality Assurance Analyst
Open to offersNew to PlatformAbout
Anthony K. is an accomplished Senior Quality Analyst & Subject Matter Expert with over five years of experience in social media moderation, quality assurance, and client management within the business process outsourcing and consulting industries. At Cognizant, he played a key role in managing high-profile account escalations, policy enforcement, and process optimization, using Salesforce, Jira, and advanced G Suite functionalities to drive data-driven improvements. Anthony K. developed and implemented step-by-step review frameworks for suspended accounts, directly collaborated with client stakeholders, and delivered actionable insights during business reviews. His scope included cross-vendor support, internal training, and the production of quality content, earning recognition for outstanding QA performance in the field of social media operations.
Experience
Senior Quality Analyst & Subject Matter Expert
Cognizant · 2020 — 2026Collaborated with client stakeholders to create a structured review framework for suspended social media accounts, ensuring compliant reinstatement while addressing potential loopholes; this framework was adopted across the project and utilized by multiple vendor teams. Improved quality assurance processes through data trend analysis and optimizations, and provided training sessions to the team to uphold high-quality standards. Worked closely with clients to ensure adherence to safety policies and platform guidelines.Social Media Content Moderator
Cognizant · 2019 — 2020Engaged in the removal of violating accounts and content within the network while managing high-profile account escalations and terminations of violent entities.Virtual Administrative Assistant
DC Excel Consulting / AIS-ICT Consulting · 2017 — 2018Supported projects by implementing processes aimed at enhancing business operations and coordinating workflows to improve client communication.Tier 1 Customer Chat Support
Conduent · 2016 — 2017Provided technical and billing customer service solutions while ensuring compliance with company policies.Tier 3 Customer Service & Sales Representative
IBEX Global Solutions Inc. · 2015 — 2016Managed complex customer escalations, utilizing strong decision-making skills to resolve issues effectively.
Skills & Expertise
Education
- College of Fine Arts And DesignUniversity of Santo Tomas - Manila · — — 2017
- Secondary EducationDon Carlo Cavina School · — — 2013
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