FATMA NURSHUMA SHALAWAT AZH ZAHRA
E-Commerce Quality Assurance Global Lead
Jakarta
Summary
Experienced Leader in Quality Assurance and Policy Analysis with a strong track record in maintaining QMS standards in the APAC and US regions. Demonstrated expertise in QA management, mentorship, audits, and data analysis for detailed report creation. Consistently maintains high-quality threshold levels by developing comprehensive technical frameworks and ensuring system effectiveness. Dedicated to fostering strong cross-functional relationships and driving impactful change through effective communication and stakeholder engagement.
Overview
8
8
years of professional experience
3
3
Languages
Work History
Quality Assurance Global Lead of Tiktokshop
Bytedance
2023.08 - 2024.08
- Leading 7 TikTokshop vendors in US, Malaysia, & Singapore
- Managing 25 reporting line throughout the US, Brazil, Malaysia, Singapore, and Indonesia region
- Improved US & APAC quality up to 30% within 1 quarter.
- Created requirements for milestones, monitored completion of tasks, and coaching the QA team
- Built Root Cause Analysis (RCA) Accuracy Metrics & Framework, implemented globally.
- Built the quality framework for Oncall team.
- Collaborated with cross-functional teams to ensure seamless integration of QA efforts into product development lifecycle.
- Established and updated QA processes and metrics in line with industry best practices and project goals.
- Managed testing initiatives, establishing metrics, standards, methodology and necessary testing precautions and scheduling execution.
E-commerce Policy Quality Assurance (PQA) SME
Tiktok Shop
2022.07 - 2023.08
- Managing total of 7 Tiktokshop Vendors in US & APAC Region
- Conducted regular audits to identify areas of improvement, leading to increased customer satisfaction levels. Successfully improve US quality from 86% to 96% within 3 months, Singapore Quality from 91% to 99% quality score
- Global Sponsor to oversee User Perception process in US & APAC Region
- Mentor of 25 PQAs Globally (US & APAC Region)
- Implemented effective training programs of US Tiktokshop policy for team members, fostering a culture of continuous improvement within the department.
- Maintain and delivered PQA accuracy > 99%
- Achieved company-wide alignment on established standard operating procedures by providing guidance and support to all relevant stakeholders throughout the organization.
Quality Assurance Tiktok
Byte Precision Sdn Bhd
2021.01 - 2022.07
- Back up Team Leader managing around 23 QAs
- Conducted regular audits to identify areas of improvement, leading to increased customer satisfaction levels.
- Delivered high quality on blind moderation process
Subject Matter Expert
Accenture Technology Solutions Sdn Bhd
2018.12 - 2020.10
- Back up Team Leader to manage around 20 moderators on shifts
- Handling Grey Area Analysis and Policy Training
- Coaching moderators' policy performance
Content Review Analyst
Manpower Sdn Bhd
2017.10 - 2018.12
- Ensure high quality of video moderation in Youtube Projects
- Able to meet the AHT target and achieved quality metrics
Social Media Strategist
PT Ayo Media Network
2016.11 - 2017.04
- Managing Social media content
- Increase social media engagement
Education
Bachelor of - Communication Science, Public Relations
Universitas Padjadjaran
Skills
Team leadership and management
Critical Thinking
Quality control testing
Quality metrics analysis
Strategic Decision-making
Strong analytical mind
Problem-solving
Project management
Project leadership
Websites
Awards
- GNE Service Star Q1 2023
- TnS Best New Joiners of QA 2021
- Accenture Operations Champions 2019
Additional Information
Referees:
Lance Kang
Program Manager Tiktokshop
+60128690393
Timeline
Quality Assurance Global Lead of Tiktokshop
Bytedance
2023.08 - 2024.08
E-commerce Policy Quality Assurance (PQA) SME
Tiktok Shop
2022.07 - 2023.08
Quality Assurance Tiktok
Byte Precision Sdn Bhd
2021.01 - 2022.07
Subject Matter Expert
Accenture Technology Solutions Sdn Bhd
2018.12 - 2020.10
Content Review Analyst
Manpower Sdn Bhd
2017.10 - 2018.12
Social Media Strategist
PT Ayo Media Network
2016.11 - 2017.04
Bachelor of - Communication Science, Public Relations
Universitas Padjadjaran