Guilherme Cunha

Experience

• 

  Connvert

  Aug 2016 - Sept 2021

  Performing monitoring of various partners, from banking products to insurance profiles.- Monitoring of Asset monitoring, Receptive in general, monitoring Voice and Chat contacts, Developing flexibility in knowing various projects. Participation in calibrations for improvement and development of operational service, as well as in-depth analysis of reports and preparation of service reports for internal BPO improvements. - Seller performing Insurance sales asset service during the period.- Reference in humanized service and adaptation in several projects within the insurance company.

  • Quality Analyst

    Mar 2020 - Sept 2021

  • Telemarketing Operator

    Aug 2016 - Mar 2020
• 

  Teleperformance

  Sept 2021 - Feb 2022

  Quality Analyst

  - Analyze the need for action to provide suggestions for improvements to operations and support areas;- Monitor written transactions to measure the quality parameters established in all operations and/or contracted cells;- Organize demands regularly, respecting the deadlines between evaluations and feedback to ensure improvement between the evaluations of all monitored agents;- Provide written feedback from monitored contacts to use the necessary inputs to take action;- Analyze transactions with a focus on processes to provide insights and criticisms to the operations and/or evaluated cells;- Analyze customer satisfaction surveys to find operational and process opportunities that can increase overall satisfaction;- Contribute with comments and analysis based on reports and periodic presentations for the weekly Closing Meeting in the operation;- Actively participate in the interfaces required by the internal certifications for adherence to the established processes;- Participate in discussion meetings, results and calibrations for effective contribution in monitoring; Show less

• 

  TikTok

  Feb 2022 - now

  - Perform quality assessment work by ensuring and evaluating the quality delivery of the livestream content reviewed in Brazilian and European markets.- Conduct root cause data analysis and summary.- Provide QA reports to content quality center team members and act as a liaison with them to ensure consistent quality measurements throughout the operation.- Work closely with Local Operations and Safety teams and act as the escalation point of contact for policy-related questions, issues, and solutions.- Conduct coaching and calibration sessions for Content Moderation teams across Europe to ensure that operational policies and processes are consistently applied.- Participate in and contribute to policy workshops.- Participate in and contribute to the elaboration of WBR (Weekly Business Review) for Quality Analysts.- Conduct the process of arbitration, applying final results in contested cases to ensure fair resolution.- Continuously enhance moderation policy and community safety specifically tailored for livestream content. Show less - Perform quality assessment work by ensuring and evaluating the quality delivery of the reviewed short video content in Brazilian and European markets.- Conduct root cause data analysis and summary.- Provide QA reports to content quality center team members and act as a liaison with them to ensure consistent quality measurements throughout the operation.- Work closely with Local Operations and Safety teams and act as the escalation point of contact for policy-related questions, issues, and solutions.- Conduct coaching and calibration sessions for Content Moderation teams across Europe to ensure that operational policies and processes are consistently applied.- Continuously enhance moderation policy and community safety specifically tailored for short videos. Show less

  • Senior Global Quality Analyst - Live Stream - Trust & Safety

    Dec 2022 - now

  • Global Quality Analyst - Short Videos - Trust & Safety

    Feb 2022 - Dec 2022