Nalberto Silva

Senior Quality Assurance Specialist @TikTok

City Of London, GB

Bilingual quality evaluation - Ensured quality at scale by evaluating daily bilingual cases, monitoring QA queues, and maintaining balanced workflows to support AI data training and ecosystem project efficiency.Audit management - Led complex audits, arbitrating escalated bilingual cases, making final decisions, and delivering actionable feedback to strengthen policies adherence and moderation accuracy.Policy alignment and enforcement - Shaped policy execution by maintaining expert knowledge, suggesting improvements, and driving regular/ad-hoc calibrations across global BPO teams.Quality management - Improved performance with Root Cause Analysis and action plans that contributed to raise project accuracy, contributing to more reliable AI outputs.BPO performance management and mentoring - Enhanced vendor alignment through performance monitoring, policy updates, and QA coaching, ensuring consistency across international operations.QA Mentoring - Built team capability by mentoring new and experienced QAs, supporting performance management, and fostering a culture of continuous learning.Advanced project specific tasks - Streamlined operations by developing dashboards, trackers, RCA templates, and FAQs, while collaborating with stakeholders to launch and scale new projects.

Centro Universitário FMU | FIAM-FAAM

Bachelor's Degree