Kassandra Meza
El Paso
Summary
Seasoned Quality Assurance Leader with over a decade of experience in contact center operations, progressing from frontline customer service into strategic quality support across multiple BPO clients. Known for fostering team collaboration, driving performance, and balancing precision with empathy, I’ve led high-performing teams and built quality frameworks that reinforce trust & safety, regulatory compliance, and agent development. Most recently, I supported and managed QA operations for TikTok’s content moderation program, supervising up to 35 Quality Analysts and championing continuous improvement through coaching, root cause analysis, and cross-functional alignment. Reliable and adaptable, I bring expertise in conflict resolution, strategic planning, and process optimization—creating productive environments while upholding the highest standards of integrity and care.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Quality Assurance Sr. Supervisor / Assistant Manager – TikTok Content Moderation
Teleperformance
05.2024 - Current
- Directed strategic QA initiatives for TikTok’s content moderation workflows, managing performance and development of 35 Quality Analysts across multiple shifts
- Led Weekly Business Reviews (WBRs) with client stakeholders, presenting glide path progress, performance trends, and action plans for quality improvement
- Facilitated client calibration sessions to ensure scoring alignment and policy interpretation consistency across moderation teams
- Designed and implemented scalable QA frameworks aligned with trust & safety standards and operational goals
- Analyzed large data sets to identify systemic performance gaps, compliance risks, and training needs
- Collaborated cross-functionally with training, operations, and client teams to refine quality metrics and drive continuous improvement
- Championed a culture of precision, empathy, and accountability across QA teams, balancing platform integrity with analyst wellbeing
- Dates of Employment
- Mentored staff, fostering skill development and efficiency within the team.
- Led daily operations to enhance team performance and service delivery.
- Analyzed performance data to identify trends and inform strategic decision-making.
Quality Assurance Supervisor – TikTok Live Content Moderation
Teleperformance
01.2023 - 05.2024
- Supervised a team of 20–35 Quality Analysts supporting TikTok’s trust & safety operations via third-party partnership
- Participated in Weekly Business Reviews (WBRs), contributing QA insights and glide path updates to support client goals
- Facilitated internal and client-facing calibration sessions to maintain scoring consistency and policy alignment
- Delivered direct coaching and performance feedback to QA staff, ensuring scoring accuracy and development
- Conducted root cause analyses (RCAs) on moderation errors and QA discrepancies, translating insights into targeted coaching and process improvements
- Supported analysts in navigating sensitive content environments with trauma-informed coaching and resilience strategies
- Participated in candidate interviews and onboarding to build a high-performing, detail-oriented QA team
- Dates of Employment
- Led quality assurance team to enhance product reliability and customer satisfaction.
- Trained staff on best practices for quality control processes and documentation.
- Conducted regular audits to ensure adherence to regulatory requirements and company policies.
- Streamlined reporting procedures, improving communication of quality metrics across departments.
- Maintained comprehensive documentation of QA activities, supporting effective communication between departments and facilitating process improvements.
- Oversaw onboarding and training of new employees to promote qualified and well-coordinated quality assurance team.
- Served as a key liaison between Quality Assurance and other departments, facilitating collaborative efforts that led to increased product consistency and customer satisfaction.
- Led regular meetings with staff to review performance metrics, address any concerns or challenges, and provide updates on organizational initiatives related to quality assurance.
- Promoted a positive work environment by fostering open communication, recognizing individual achievements, and supporting teamwork within the Quality Assurance department.
Quality Analyst – TikTok Content Moderation
Teleperformance
11.2020 - 12.2021
- Audited moderation decisions to ensure scoring accuracy and alignment with platform policies and trust & safety standards
- Conducted root cause analyses on scoring discrepancies and performance gaps, contributing to coaching and training improvements
- Generated quality reports and dashboards to identify trends, risks, and opportunities for process refinement
- Collaborated with training and operations teams to improve QA workflows and agent development
- Recommended process improvements based on data insights and client feedback
- Conducted thorough quality assessments to ensure compliance with company standards and client specifications.
- Analyzed defects and discrepancies, providing actionable insights for process enhancements.
- Created and revised procedures, checklists and job aids to reduce errors.
Content Moderator – TikTok Trust & Safety
Teleperformance
05.2020 - 11.2020
- Reviewed user-generated content across TikTok for compliance with community guidelines, including graphic and sensitive material
- Classified and escalated violations based on client-defined parameters and trust & safety protocols
- Participated in ongoing policy training and workflow updates to maintain moderation accuracy
- Provided feedback and insights to improve moderation tools and processes
- Maintained strict confidentiality and data security standards in handling user information
- Reviewed user-generated content for compliance with community guidelines and policies.
- Identified and flagged inappropriate content to ensure platform safety and integrity.
- Provided feedback on moderation tools, contributing to system improvements and user experience enhancements.
- Conducted regular audits of moderated content to maintain accuracy and consistency in enforcement practices.
- Improved internal communication by providing constructive feedback on content moderation tools and systems to the development team.
- Continuously sought personal development opportunities to stay informed about industry trends and emerging challenges related to content moderation and online safety.
CAP 1 Associate
Walmart
11.2018 - 04.2020
- Loaded and unloaded merchandise using pallet jacks and forklifts, ensuring adherence to safety protocols.
- Organized and maintained inventory accuracy through efficient stock replenishment and labeling processes.
- Assisted in training new associates on operational procedures and safety standards, promoting team cohesion.
- Monitored product quality during sorting and shelving, promptly addressing discrepancies to maintain standards.
- Participated in regular safety audits, contributing to a culture of safety awareness among associates.
- Maintained a clean, organized store environment for optimal shopping experience.
Customer Service Representative - Mars (Seasonal)
C3i Solutions
08.2018 - 11.2018
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Provide support filing medical billing claims due deflective product use.
- Documented and evaluated foreign material substances.
Customer Service Representative
Spectrum
11.2015 - 03.2017
- Processed billing inquiries and resolved discrepancies to enhance customer satisfaction.
- Managed electronic invoicing systems to ensure timely and accurate bill generation.
- Analyzed billing data for accuracy, identifying trends to support decision-making processes.
- Provided troubleshooting assistance for hardware and software issues, ensuring timely resolution for customer inquiries.
- Documented technical support interactions to maintain accurate records of client issues and resolutions.
- Analyzed customer feedback to recommend improvements in product functionality and user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Assisted customers with product selection and inquiries, enhancing overall shopping experience.
- Resolved customer complaints professionally, fostering positive relationships and repeat business.
Customer Experience Specialist (QA) - Kraft Foods
Telerx
06.2012 - 07.2015
- Conducted comprehensive quality assessments to ensure adherence to product specifications.
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Acted as a liaison between the QA team and other departments such as Development, Customer Support, and Product Management, ensuring effective communication throughout all stages of the project lifecycle.
- Maintained company's social media presence by posting messages, answering posts, and monitoring responses.
- Responded to customer inquiries via email, providing accurate information and solutions.
- Assisted in troubleshooting technical issues, ensuring efficient resolution for clients.
- Adapted quickly to new tools and software, enhancing overall efficiency in communication processes.
- Utilized CRM software to track customer interactions, ensuring accurate documentation of all correspondence for future reference.
Technical Support Representative - Kraft Foods
Telerx
05.2012 - 06.2012
- Collaborated with team members to identify recurring problems and develop solutions to enhance service quality.
- Resolved customer inquiries efficiently, enhancing overall satisfaction and retention.
- Assisted in troubleshooting technical issues, ensuring timely resolution for customers.
- Provided product information and recommendations, improving customer knowledge and experience.
- Documented service interactions accurately, maintaining comprehensive records for future reference.
- Processed customer orders efficiently, ensuring accurate data entry and timely fulfillment.
- Coordinated communication between departments to resolve order discrepancies effectively.
IRU Discount Verification QA – AT&T
Alorica Inc.
01.2012 - 01.2012
- Audited discount application documents submitted by AT&T retail stores for accuracy and eligibility
- Used Microsoft Excel extensively to track and verify discount status
- Participated in daily calibrations with clients and internal teams to ensure consistent standards
- Provided feedback to agents and managers to improve system utilization and customer communication
D2D Quality Analyst
U-Verse
01.2011 - 01.2012
- Monitored and graded agent calls to ensure compliance with AT&T scripting and quality standards
- Provided coaching and feedback to improve customer experience and agent performance
- Conducted on-site and live call calibrations with ACT, team managers, and clients
- Delivered new hire presentations on quality expectations and recognition programs
Recall Support Agent (Temporary Assignment)
Texas Comptroller
01.2010 - 01.2010
- Supported the launch of a new line of business addressing a statewide personal data leak
- Assisted Texas residents in determining confidentiality risks and navigating resolution options
- Documented sensitive inquiries and ensured accurate information handling during recall outreach
D2D Customer Service Representative
U-Verse
01.2010 - 01.2011
- Received inbound calls to process orders for AT&T dealers selling U-Verse television, internet, and home phone services
- Provided floor support to agents and assisted team managers with live call monitoring
- Delivered accurate order entry and maintained high-quality customer interactions
- Promoted into QA role based on performance and attention to detail
Education
High School Diploma -
Americas High School
El Paso, TX01.2009
Associate of Science - Computational Science
El Paso Community College
El Paso, TXSkills
- Quality Assurance Leadership
- Content Moderation (Trust & Safety)
- Root Cause Analysis (RCA)
- Coaching & Performance Development
- Calibration & Audit Processes
- Data Analysis & Reporting (Excel, Power BI)
- Team Hiring & Onboarding
- Cross-Functional Collaboration
- Process Optimization
- Employee supervision
- QA Scoring Tools & Audit Systems
- Staff oversight
- Priority management
- Strategic planning
- Attention to detail
- Analytical thinking
Certification
- Trust & Safety Moderation Training – Teleperformance
- Leadership Development Program – Teleperformance
- Emotional Intelligence Quality Coach
Timeline
Quality Assurance Sr. Supervisor / Assistant Manager – TikTok Content Moderation
Teleperformance
05.2024 - Current
Quality Assurance Supervisor – TikTok Live Content Moderation
Teleperformance
01.2023 - 05.2024
Quality Analyst – TikTok Content Moderation
Teleperformance
11.2020 - 12.2021
Content Moderator – TikTok Trust & Safety
Teleperformance
05.2020 - 11.2020
CAP 1 Associate
Walmart
11.2018 - 04.2020
Customer Service Representative - Mars (Seasonal)
C3i Solutions
08.2018 - 11.2018
Customer Service Representative
Spectrum
11.2015 - 03.2017
Customer Experience Specialist (QA) - Kraft Foods
Telerx
06.2012 - 07.2015
Technical Support Representative - Kraft Foods
Telerx
05.2012 - 06.2012
IRU Discount Verification QA – AT&T
Alorica Inc.
01.2012 - 01.2012
D2D Quality Analyst
U-Verse
01.2011 - 01.2012
Recall Support Agent (Temporary Assignment)
Texas Comptroller
01.2010 - 01.2010
D2D Customer Service Representative
U-Verse
01.2010 - 01.2011
High School Diploma -
Americas High School
Associate of Science - Computational Science
El Paso Community College
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