Helen Avila de Carvalho

About Helen Avila de Carvalho

6 years of experience in Trust and Safety in the tech industry, Quality Analyst, team management and business processes. My mission is to engage partners and cross-functional stakeholders to deliver high-performing teams, policy compliance, and strategic support to achieve business goals. As a team leader, I managed and coached a diverse team of 20+ Quality Analysts, providing them with guidance and support to deliver high-quality products and projects. I also conducted weekly Business reviews, collaborating closely with policy teams and business partners to address challenges and opportunities. Some of my achievements include increasing the KPIs for the quality and moderation teams in Sub-Saharan & Africa, UK, and Ireland markets. As a quality expert, I supported the implementation of the Partnership QA as part of the Business Partnership Operations department in TikTok EMEA. Strong data analytical, communication, and problem-solving skills, as well as a self-motivated, target-driven, growth, and team-oriented mindset.

Experience

1. Team Lead

   TikTok

   Mar 2022 — Present · Dublin City, IE

   Lead and manage a diverse team of 20+ Quality Analysts across EMEA (multiple markets) to ensure consistent delivery of high-quality products and projects.\\\\n\\\\n- Implement robust monitoring mechanisms to track individual and market performance, providing proactive guidance and support through Action Plans to drive continuous improvement.\\\\n\\\\n- Conduct weekly Business Reviews with 30+ markets, collaborating closely with stakeholders to address challenges and drive strategic initiatives.\\\\nArchivements:\\\\n\\\\n- Increased the accuracy of the quality analysis for the Sub-Saharan team from 87% to 97%;\\\\n\\\\n- Maintained high-quality accuracy levels above 95% for the UK and Ireland markets;\\\\n\\\\n- Maintained high-quality sampling QA team accuracy levels above 95% multiple markets;\\\\n\\\\n- Reduced by 15% the internal appeal rates for all English markets by implementing a more streamlined communication strategy with in-house moderation teams and BPOs.\\\\n\\\\n- Responsible for generating deep-dives and insights to be shared with stakeholders and leadership;\\\\n\\\\n- Managing the localization of processes and policies for multiple regions working with sensitive content and escalations.\\\\n\\\\n- Working cross-functionally with content operations, policy, product, engineering, legal and public relations teams to ensure policy alignment and possible trends/escalations Eg: Elections, Riots, Civil battles also a quick response in the implementation of safety measures related to harmful trend/challenges.\\\\n \\\\n\\\\n \\\\n \\\\n\\\\n \\\\n

Education

• Dublin City University

  Entrepreneurship

  2018 — 2018

• Centro Universitário Newton Paiva

  Bachelor’s Degree, Bachelor in Business Administration, specialised in Import and Export operation

  2005 — 2009