Lais Uchimura

Quality Analyst at Teleperformance

As a Quality Analyst, I oversaw content moderation quality and ensured strict compliance with platform policies and Community Guidelines across Brazilian and Portuguese markets. I conducted thorough quality assessments, monitored team performance, and led the development, implementation, and continuous refinement of Policy Guides to enhance moderation practices. I designed, delivered, and applied training programs to improve alignment, accuracy, and compliance. I monitored and analyzed KPIs, SLA adherence, accuracy metrics, and quality reports, including weekly RCA, identifying gaps and implementing corrective action plans to optimize operational efficiency. Collaborating with Operations and Safety teams, I contributed to the development of quality inspection standards, built scalable labeling processes, and performed root cause analyses to continuously improve systems and workflows. I also provided structured feedback and supervision, serving as a liaison between moderation and supervisory teams to drive consistency, process improvements, and trust across fast-paced, multilingual operations. Key Achievements: - Started as QA for the Brazilian market, managing a team of 120 CMs, and was later added to support the Portuguese market. - Developed and implemented strategies to identify and resolve communication breakdowns and team misalignments. - Achieved and maintained 98% accuracy in the Brazilian market during my tenure, occasionally reaching 100% accuracy. - Established an open communication space to ensure clear and effective interaction between CMs, BPO, and BQA teams. - Spearheaded the development, implementation, and continuous refinement of Policy Guides to standardize moderation practices; executed daily, weekly, and monthly Action Plans and trainings. - Designed and delivered Training Programs from scratch to enhance market alignment, resulting in exemplary accuracy in the Brazilian market.

Content Moderator at Teleperformance

As a Content Moderator, responsible for reviewing, evaluating, and enforcing platform policies to ensure a safe and compliant user experience. Conducted high-volume content assessments across videos, comments, images, and others, identifying violations such as harmful behavior, misinformation, hate speech, and graphic content. Applied TikTok’s Community Guidelines with accuracy and consistency while making high-judgment decisions under time-critical SLAs. Collaborated with Quality and Policy teams to escalate edge-case scenarios and provided feedback to improve operational workflows. Demonstrated strong analytical skills, emotional resilience, and adherence to Trust & Safety standards in a fast-paced, multilingual environment. During this trajectory, I was also promoted and served as the Point of Contact (POC) between the moderation team and the supervision team, collaborating on team management tasks and fostering trust and reliability between both teams. Key Achievements: - Consistently achieved targets and exceeded super-targets, demonstrating strong focus on quality and productivity. - Promoted first to POC then to QA role and received salary awards in recognition of performance. - Collaborated on policy development with internal and external teams. - Maintained excellent community engagement. - Efficiently managed workflow to optimize operations.

Telemarketing Sales Representative at Iberdrola

As a Telemarketing Sales Representative I was responsible for making outbound calls to potential and existing customers to promote and sell products and services from a company that generates, distributes and sells green energy. The role involves delivering excellent customer service, building rapport with clients, and meeting sales targets. Key duties include answering questions about the company's offerings, addressing customer objections, recording customer information, and maintaining a database of leads. Strong communication skills, a persuasive approach, and the ability to handle rejection were essential for my development in this field. Key Achievements: - Achieved sales and performance targets consistently. - Maintained and leveraged a solid client mailing/database. - Resolved client issues efficiently, ensuring satisfaction.