Eliya K.
Mid-Level Trust & Safety Specialist
Actively lookingNew to PlatformAbout
Eliya Khalid is a seasoned Trust & Safety Specialist with over four years of experience dedicated to user support, case investigation, quality assurance, and escalation management in high-volume environments. As a Shift Lead at Teleperformance Malaysia, she expertly coordinated daily operations and managed escalations to uphold team performance and quality standards. Eliya has demonstrated expertise in root cause analysis and issue resolution, essential for managing complex and high-risk cases. Her role involved monitoring sensitive content such as CSAM, violent extremism, self-harm, and misinformation, and she consistently maintained accuracy above 98% while adhering to SLA and compliance requirements. At Accenture Malaysia, Eliya played a pivotal role in quality assurance, conducting detailed audits to ensure accuracy and adherence to platform policies. Her skills in content moderation, risk mitigation, and cross-functional collaboration are reinforced by her proficiency in moderation tools, workflow systems, and Google Workspace. With a solid background in both Trust & Safety and graphic design, Eliya combines creative and analytical expertise to enhance digital platforms' safety and user experience.
Experience
Trust & Safety Specialist (Shift Lead – Risk & Escalation)
Teleperformance Malaysia · 2023 — 2026- Conducted reviews and analyses of high-volume cases to detect risks, suspicious patterns, and violations of policy across various platforms. - Ensured quality performance was consistent, achieving over 98% accuracy while adhering to strict SLA and compliance mandates. - Monitored harmful content such as CSAM, violent extremism, self-harm, and misinformation, enforcing actions and tagging cases based on established workflows. - Investigated sensitive issues, escalating potential fraud or policy violations as per internal procedures. - Assisted with account-level decisions, including restrictions in alignment with organizational policies and regulations. - Employed moderation tools and ticketing platforms for effective case management. - ProvidedQuality Assurance Analyst (Trust & Safety / Risk & Compliance)
Accenture Malaysia · 2023 — 2023- Performed detailed audits on moderated cases to verify accuracy and compliance with platform policies and regulations. - Reviewed high-risk content decisions including CSAM, violent extremism, self-harm, and misinformation, ensuring appropriate classification and handling. - Utilized subject-matter expertise in content moderation workflows for validation of investigation quality and adherence to escalation procedures. - Identified root causes through error trend analysis and provided feedback to enhance decision-making accuracy. - Prepared extensive reports on high-risk cases and operational performance metrics for management. - Collaborated with various teams to escalate sensitive cases and support risk mitigation initiatives within designated timelines. - Contributed toTrust & Safety Specialist (Risk Investigation – Indonesian Speaker)
Accenture Malaysia · 2021 — 2022- Moderated high volumes of sensitive user-generated content according to client policies and community standards. - Consistently made complex moderation decisions while maintaining high accuracy and quality standards. - Identified policy violations and emerging content trends, escalating sensitive cases as necessary. - Handled graphic or high-risk content while ensuring confidentiality and resilience. - Communicated directly with clients through email and chat to clarify policies and maintain strong relationships. - Participated in calibration sessions to stay current with policy updates.Graphic Designer
Card Minimal Design · 2021 — 2021- Created and produced visual assets for both print and digital marketing campaigns, including brochures, flyers, and social media graphics. - Conceptualized logos and branding visuals to enhance brand identity. - Worked with marketing and content teams to ensure visual materials met branding goals. - Assisted in developing visual concepts for new campaigns, adapting designs to meet print production requirements.Graphic Designer Intern
Bank Negara Malaysia Museum and Art Gallery · 2019 — 2020- Developed materials for exhibitions and outreach campaigns, enhancing visitor engagement. - Created educational graphics to support gallery presentations. - Assisted with layout design and pre-press tasks for printed materials. - Collaborated with curators to ensure consistent museum branding across formats, and supported visitor assistance during exhibitions.Graphic Designer Full Time & Intern
Lily Petuna · 2016 — 2017- Produced creative advertising materials across formats including posters, packaging, and social media content. - Executed branding visuals and promotional designs for various campaigns. - Contributed ideas during brainstorming sessions for new product launches and marketing strategies, ensuring high-quality output in print adaptations.
Skills & Expertise
Education
- Bachelor of Graphic Design (Hons.)Management & Science University (MSU) · 2017 — 2021
- Diploma in Graphic DesignManagement & Science University (MSU) · 2014 — 2017