Hamza Raza
Drimnagh,Ireland
Summary
Detail-oriented and target-driven Quality Support Analyst with experience in content moderation and quality assurance at Accenture. Strong background in Networks and Software Systems, with expertise in data analysis, system troubleshooting, and policy enforcement. Proven ability to ensure compliance with platform guidelines, conduct quality audits, and provide constructive feedback to enhance moderation accuracy. Skilled in Microsoft Office Suite, report generation, and performance tracking. Excellent communication skills, thought leadership, and problem-solving abilities, with a self-motivated and well-organized approach to maintaining high-quality standards.
Overview
9
9
years of professional experience
4032
4032
years of post-secondary education
Work history
Quality Support Analyst (QSA)
Accenture
Dublin
06.2024 - Current
- Conducting Quality Audits – Regularly review and assess moderation decisions to ensure compliance with platform policies and guidelines.
- Providing Coaching & Feedback – Offer detailed feedback to moderators to improve accuracy, decision-making, and adherence to policies.
- Monitoring & Improving KPIs – Track key metrics like accuracy rate, compliance, and efficiency, identifying areas for improvement.
- Collaborating with Policy & Training Teams – Work with policy experts and trainers to refine guidelines, resolve ambiguities, and enhance training programs.
- Analyzing Trends & Reporting Insights – Identify content trends, policy gaps, and recurring mistakes, then provide reports to enhance moderation strategies.
Content Moderator
Accenture
Dublin
02.2020 - 03.2025
- Reviewing and Removing Content – Evaluate user-generated content (text, images, videos) to ensure compliance with community guidelines and policies.
- Applying Policies Consistently – Interpret and enforce platform policies, making decisions on content removal, warnings, or restrictions based on predefined rules.
- Meeting Key Performance Indicators (KPIs) – Maintain accuracy, speed, and efficiency in moderation, ensuring adherence to productivity targets like review rate, decision accuracy, and policy compliance.
- Handling Escalations – Identify and escalate borderline or sensitive content to senior moderators or policy teams for further review.
- Providing Feedback & Reporting Trends – Document policy violations, report emerging content trends, and provide feedback on policy loopholes or potential improvements.
Security Officer
Synergy security solutions
Dublin
10.2019 - 02.2020
- Authorized entrance papers and granted or denied entrance to building
- Provided detailed reports of infractions and criminal acts to law enforcement for trial
- Delivered an exceptional level of service to each customer by listening to concerns and answering questions
Security Officer
MCR Security
Dublin
11.2018 - 10.2019
- Wrote reports on property damage, theft, presence of unauthorized persons and unusual occurrences
- Patrolled commercial property and the associated parking garage
- Secured all doors in the office and main building after hours
Sales Associate
T.K. Maxx Ireland
Blanchardstown
09.2016 - 08.2018
- Engaged with customers in a sincere and friendly manner
- Maintained knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices
- Prioritized helping customers over completing other routine tasks in the store
- Listened to customer needs and preferences to provide accurate advice
- Reviewed purchases for fraudulent activities
Education
Networks And Software Systems -
Rathmines College
Dublin, 6Computer Programming -
Rathmines College
Dublin, 6Leaving Certificate - undefined
Drimnagh Castle Secondary School
Dublin, 12Junior Certificate - undefined
Drimnagh Castle Secondary School
Skills
- Thought Leadership – Ability to analyze trends, provide insights, and improve moderation policies
- Excellent Communication Skills – Clear and professional communication in feedback, coaching, and reporting
- Well-Organized – Efficient in handling audits, reports, and maintaining quality standards
- Target-Driven & Self-Motivated – Meeting KPIs and maintaining high accuracy in moderation and quality checks
- Good Knowledge of Microsoft Office Suite – Proficient in Excel for tracking metrics, PowerPoint for reports, and Outlook for communication
Custom
Fully Flexible
References
References available upon request.
Timeline
Quality Support Analyst (QSA)
Accenture
06.2024 - Current
Content Moderator
Accenture
02.2020 - 03.2025
Security Officer
Synergy security solutions
10.2019 - 02.2020
Security Officer
MCR Security
11.2018 - 10.2019
Sales Associate
T.K. Maxx Ireland
09.2016 - 08.2018
Leaving Certificate - undefined
Drimnagh Castle Secondary School
Junior Certificate - undefined
Drimnagh Castle Secondary School
Networks And Software Systems -
Rathmines College
Computer Programming -
Rathmines College
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