Summary
Overview
Work History
Education
Skills
Certification
Timeline
Volunteer
Elif Guvener

Elif Guvener

GEORGETOWN,TX

Summary

A dedicated and self-motivated QA Analyst with over six years of exemplary service on Agile MAMAA Trust and Safety Teams. Knowledgeable and dedicated professional with expertise in utilizing Artificial Intelligence and Machine Learning in the field of Trust and Safety Operations. Recognized for leading projects relevant to topics impacting public safety including hate speech, graphic violence, and child abuse. Proven ability to serve as a team leader to a language team, by demonstrating effective interpersonal skills, displaying a positive demeanor, and establishing rapport with cross-functional teams. Successful at producing, investigating, escalating, auditing content, improving policies, and delivering exceptional results. Strong B2B , B2C service-related experience.


Overview

6
6
years of professional experience
3
3
Languages

Work History

Trust and Safety Senior CSAI Specialist

Accenture
11.2023 - Current
  • Be aware of and willing to operate in a work environment with sensitive content including child sexual abuse and exploitation, and other content that may be considered offensive or disturbing.
  • Demonstrate operational excellence on the team that evaluates risk, threats, and user safety in time-critical escalations.
  • Review and assess inbound escalations from Law Enforcement and other teams.
  • Execute instant decision making while analyzing a variety of factors that include imminence of danger, sensitives, graphic content and coordinate with a number of internal and external partners including Law Enforcement in an attempt to ensure user's safety.

Trust and Safety Quality Assurance Analyst

Accenture
04.2021 - 11.2023
  • Collaborate with agents from diverse teams to ensure the precise and consistent application of policies, promoting compliance and accuracy across the organization.
  • Take the initiative to lead cross-functional meetings, fostering collaboration and alignment among teams, resulting in streamlined processes and increased policy adherence.
  • Act as the intermediary between both internal and external clients and the Ads Integrity team to handle their daily queries and questions.
  • Work closely with the Global QA team to develop and standardize guidelines for agents worldwide, ensuring a unified approach to quality assurance practices.
  • Serve as a mentor and trainer for fellow agents, offering hands-on guidance and instruction on policy application through meticulous observation and note-taking, ensuring the highest level of accuracy
  • Conduct comprehensive audits and provide in-depth policy review analyses to content analysts, offering valuable insights and guidance when rating discrepancies are identified.
  • Develop and implement coaching strategies to enhance agents' work quality, resulting in a substantial reduction in errors within the team, thereby increasing overall productivity.
  • Bring in-depth expertise in international media trends and both public and private methodologies, enhancing the team's ability to adapt to evolving industry standards and practices.
  • Cultivated and strengthened client relationships by expertly guiding high-productivity content creators to align their products with Google's advertising policies, fostering ad-friendliness and enduring partnerships.
  • I have achieved a remarkable 98% reviewer accuracy by meticulously auditing over 300 samples weekly, elevating policy adherence and content analysis standards.
  • Drove substantially reduced errors within cross-functional teams of 8+ employees through comprehensive coaching and training, resulting in heightened project work quality and increased productivity.
  • Demonstrated a wealth of expertise and composure in managing sensitive and hate-related topics gained from MAMAA projects, contributing significantly to the maintenance of online safety and integrity.

Content Moderator

Accenture
03.2020 - 04.2021
  • Collaborated seamlessly with agents from various teams, leveraging a consultative approach to apply policies with utmost accuracy, ensuring a consistent and precise application throughout the organization.
  • Acted as a mentor and trainer for fellow agents on the floor, guiding them in policy application through careful observation and note-taking, elevating the team's overall accuracy and proficiency.
  • Conducted audits and provided in-depth policy review analyses to content analysts whenever rating discrepancies were discovered, enabling timely corrective actions and continuous improvement.
  • Demonstrated an in-depth understanding of client policies and guidelines, resolving inquiries in strict adherence to defined procedures.
  • Engaged with quality experts and Subject Matter Experts to clarify and align complex policy guidelines, enhancing overall team performance and cohesion.
  • Achieved a 100% daily review rate of 120 samples, showcasing unwavering attention to detail and the consistent application of policies with impartial and unbiased judgment, resulting in the attainment of the utmost content quality standards.

Content Moderator

BCforward
06.2018 - 03.2020
  • Proficiently reviewed and classified ad content according to a policy with precision, ensuring compliance and alignment with client guidelines while optimizing time management skills to enhance workflow efficiency.
  • Conducted essential workflow activities related to ad review, including the assessment of non-objectionable content, task creation, and diligent follow-up on open tickets, contributing to a seamless and organized process.
  • Showcased expertise in general data entry tasks, ensuring accurate and efficient handling of crucial information to support the overall content review process,
  • Achieved 98% accuracy in reviewing and evaluating abusive and sensitive online video content on YouTube/Google, demonstrating an unwavering commitment to maintaining content quality and resolving monetization issues.

Education

High School Diploma -

Izmit High School
Izmit/TURKEY
09.1992

Skills

  • Machine Learning
  • Policy Improvement
  • Project Management
  • Trust and Safety Operations
  • Law Enforcement Operations
  • Data Analysis
  • Content Review
  • Quality Assurance
  • Client Service Management
  • Written and Verbal Communication
  • Training & Curriculum Design
  • G suite / Office suits
  • Mentoring and Training
  • Strong Policy Knowledge

Certification

Google Project Management Certificate / 2022

Timeline

Trust and Safety Senior CSAI Specialist

Accenture
11.2023 - Current

Trust and Safety Quality Assurance Analyst

Accenture
04.2021 - 11.2023

Content Moderator

Accenture
03.2020 - 04.2021

Content Moderator

BCforward
06.2018 - 03.2020

High School Diploma -

Izmit High School

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