Zay

Trust & Safety Training & Quality Specialist

Telus Digital • Fulltime

Dec 2024 - Present • 1 yr 10 mos

Trust & Safety professional with experience supporting TikTok (ByteDance) operations through TELUS Digital. My background combines Training, Quality, and Policy Operations within a high-volume content moderation environment, enabling me to bridge operational requirements with learning and performance improvement initiatives. Throughout my career, I have delivered more than 800 hours of instructor-led training, supporting onboarding, refresher programs, policy update rollouts, and knowledge transfer initiatives. I have trained over 80 learners and achieved a 95% certification pass rate while maintaining a strong focus on quality and operational excellence. My experience includes conducting quality calibration sessions, performance coaching, root cause analysis (RCA), policy review, and supporting new project launches and policy implementations. Through targeted coaching and quality interventions, I successfully improved team performance from 50–60% accuracy to 93% accuracy. I have been recognized as Best Trainer of the Quarter and contributed to APAC Top Site Performance achievements through training excellence, quality improvement, and stakeholder collaboration. Key areas of expertise: • Trust & Safety Operations • Content Moderation • Policy Review & Policy Enforcement • Quality Assurance & Quality Calibration • Performance Coaching • Root Cause Analysis (RCA) • Learning & Development • Training Delivery & Facilitation • Knowledge Management • Process Improvement • Cross-functional Collaboration Graduated from the University of Languages and International Studies (ULIS), Vietnam National University, Hanoi. Native Vietnamese speaker with English proficiency (C1) and Japanese proficiency (JLPT N2). Currently interested in opportunities related to Trust & Safety, Quality Operations, Policy Operations, Learning & Development, AI Safety, and Data Training.