Juan Alves

• As Quality Lead for the EMEA Content Moderation Project, I lead a dynamic team focused on delivering exceptional results through strategic oversight, data-driven decisions, and continuous improvement.

Key Responsibilities:

1. Team Leadership and Performance Management.

• Lead a team of seven team leads and approximately eighty quality analysts, ensuring high performance aligned with client KPIs and quality standards.
• Provide guidance to team leads, supporting them in handling complex decisions, and maintaining operational efficiency.

2. Data-Driven Strategy and Optimization

• Utilize Power BI and Excel to analyze performance data, identify trends, and develop strategic action plans to drive improvements, and exceed client targets.

3. Client-Facing Reporting and Collaboration.

• Lead weekly and monthly business reviews, presenting detailed performance reports, and aligning on project goals.
• Build strong client relationships through transparent communication, and drive continuous improvement initiatives.

4. Team Development and Career Pathing

• Foster career growth within the team, offering mentorship, and creating structured career paths to enhance engagement and retention.

5. Cultivating High Performance and Continuous Improvement.

• Promote a culture of accountability, collaboration, and high performance, focusing on both team motivation and client satisfaction.
• Balance strategic leadership with hands-on support to ensure excellence in all areas of content moderation.
• Promoted teamwork and collaboration within the Quality team, leading to increased productivity and overall job satisfaction.

• WBR Preparation for Lisbon site and EMEA
• Quality Reports
• Weekly RCA
• Implementation of new procedures, when needed
• Creation of Power BI dashboards for an easier data analysis (Extraction, transformation/modeling and Loading (ETL) with power Query)
• Creation of automated flows in Power Automate to increase work an efficiency
• Creation of Apps forms in power apps to gather data and for further analysis
• Quality Lead back-up

• Handling, analyzing and interpreting data in a digital platform for a multinational client, according to their business processes and policies, with the key goal of improving user experience.