JAEJIN KIM
Training And Quality Operations Team Leader
Seoul
Summary
Detail-oriented Quality Team Leader attentive to SOP requirements and changing production conditions. Thorough in assessing all stages for optimal quality and proactive in reporting problems to senior management. Multitasks well and thrives in fast-paced working environments.
Overview
7
7
years of professional experience
2
2
Languages
Work History
Trust & Safety Operations Training & Quality Team Leader (KR SV & EFSO)
Bytedance (TikTok)
05.2022 - Current
- Lead quality assurance team responsible for safeguarding TikTok's community guidelines and platform integrity.
- Interview, hire, and train QA specialists; mentor and develop individual talent.
- Oversee team performance and implement process improvements across operations.
- Act as APAC point of contact for multiple global trust & safety initiatives.
- Conduct root cause analysis (RCA) and generate data-driven reports.
- Handle emergency response protocols and manage incident tracking documentation.
Operational Team Lead, Roblox Account (Content Moderation Team)
Concentrix Service Korea
06.2021 - 05.2022
- Managed content moderation team handling real-time queue volumes and service level agreements (SLAs).
- Drove operational efficiency through KPI analysis and process optimization.
- Hired, trained, and retained high-performing team members.
- Supervised team scheduling, quality assessments, and coaching initiatives.
- Maintained client communication through regular WBRs, MBRs, and QBRs.
- Managed monthly invoice optimization, asset tracking, and revenue projection.
Operational Team Lead, Trip.com Account
UBASE
06.2018 - 07.2020
- Supervised daily operations of customer support for a global travel platform.
- Managed queue volumes and resolved escalated conflicts through effective negotiation.
- Conducted quality assessments and liaised with clients on service standards.
- Improved process flows and reduced employee attrition.
- Analyzed service data to identify improvement areas and enhance team productivity.
Education
Bachelor's degree - English Language & Literature
Chung-Ang University
01.2021
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Saint George’s School
01.2008
Skills
- Trust & Safety
- Operational excellence
- Quality Assurance & Coaching
- Content Moderation
- Process Improvement
- Data Analysis & Reporting (RCA)
- SLA/KPI Management
- Client Communication (WBR/MBR/QBR)
- Cross-Functional Collaboration
- Team Development & Talent Management
- Revenue & Asset Tracking
Timeline
Trust & Safety Operations Training & Quality Team Leader (KR SV & EFSO)
Bytedance (TikTok)
05.2022 - Current
Operational Team Lead, Roblox Account (Content Moderation Team)
Concentrix Service Korea
06.2021 - 05.2022
Operational Team Lead, Trip.com Account
UBASE
06.2018 - 07.2020
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Saint George’s School
Bachelor's degree - English Language & Literature
Chung-Ang University