Riley Thornton
Loveland,OH
Summary
Experienced quality assurance professional skilled at using company methodology to conduct testing functions. Record of success planning and developing internal teams toward target goals. Highly organized and proactive with good project management and communication skills.
Overview
5
5
years of professional experience
Work History
Senior Quality Analyst
Webhelp + Concentrix
2023.09 - Current
- Monitors and evaluates over 1,200 pieces of data capturing diverse user experiences in content moderation field, ensuring strict adherence to platform standards.
- Reports results to key stakeholders and actively contributes to maintaining robust program knowledge base on weekly basis.
- Specializes in calibration sessions for scoring consistency and internal quality audits for process improvements.
Quality Analyst
Webhelp + Concentrix
2022.07 - 2023.09
- Supervised and led 12 teams of Content Moderators in review of diverse user-generated content including social media chats, posted links, live streams, and uploaded videos on client's platform
- Ensured accurate enforcement of client policies.
Content Moderator
Webhelp + Concentrix
2022.05 - 2022.07
- Enhanced user experience by diligently monitoring over 1,000 cases daily and removing inappropriate content from platform.
- Reduced response time for content review, ensuring safer online environment for users.
- Collaborated with cross-functional teams to develop comprehensive content guidelines and policies.
- Maintained high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
- Prevented potential legal issues by enforcing compliance with local regulations and company policies related to user-generated content.
Assistant Manager
Little Caesars
2019.01 - 2021.01
- Collaborated with General Manager to oversee daily restaurant operations, ensuring alignment with company standards, policies, and procedures.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Streamlined store operations for increased efficiency, implementing new processes and procedures.
- Developed strong working relationships with staff, fostering positive work environment.
- Managed inventory levels to minimize stock outs while reducing overhead costs.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
Freelance Developer
Self-Employed
2018.11 - Current
- Reduced development time by creating reusable code libraries for future projects.
- Assisted over 100 clients
- Optimized database structures for efficient data storage and retrieval.
- Refactored existing codebase for improved readability and maintainability.
- Contributed innovative ideas during brainstorming sessions, driving project success through creative problem solving.
- Collaborated with cross-functional teams to gather requirements, design, develop, and deploy custom solutions tailored to clients' needs.
- Implemented robust security measures to safeguard sensitive client data and ensure compliance with industry regulations.
- Acted as liaison between clients and technical teams, effectively communicating project status, timelines, and requirements to ensure alignment and transparency throughout development process.
- Fostered strong client relationships through regular communication, proactive problem-solving, and delivering value-added solutions that align with their business objectives.
Education
Ohio High School Equivalency Diploma -
State of Ohio Department of Education
Columbus, OH06.2021
Skills
- Microsoft suit Expertise
- Software Deployment
- Penetration Testing
- Network Security
- Reverse Engineering
- Two-Factor Authentication
- Team Assignments
- Workflow Documentation
- Root Cause Analysis
- Continuous Improvement Mindset
- Advanced Data Analysis
- Correction Action Planning
Timeline
Senior Quality Analyst
Webhelp + Concentrix
2023.09 - Current
Quality Analyst
Webhelp + Concentrix
2022.07 - 2023.09
Content Moderator
Webhelp + Concentrix
2022.05 - 2022.07
Assistant Manager
Little Caesars
2019.01 - 2021.01
Freelance Developer
Self-Employed
2018.11 - Current
Ohio High School Equivalency Diploma -
State of Ohio Department of Education
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