ȘTEFAN IONUȚ CIUBOTARU
Process Associate | Content Moderator
Summary
Quality Assurance Support and Trust & Safety professional with 3+ years of experience in content moderation, policy enforcement, and platform safety, combined with 4 years in customer service and client-facing roles. Consistently achieved high audit scores through accurate policy application, strong attention to detail, and sound decision-making.
Promoted to Quality Support Analyst / Subject Matter Expert (SME) based on performance and policy expertise. Provided guidance on ticket interpretation, policy enforcement, escalations, and complex moderation cases to ensure consistency across teams. Experienced in LPAs, calibrations, audit reviews, policy alignment sessions, and quality improvement initiatives. Skilled in identifying quality gaps, delivering actionable feedback, and supporting operational excellence within international remote environments.
Overview
6
6
years of professional experience
Work history
Quality Support Analyst
Genpact Ldt
Bucharest
2025.11 - Current
- Supported over 200 agents from English team with policy interpretation for grey tickets.
- Audited work for over 200 agents and assigned accuracy scores for ongoing improvement.
- Held 1:1 feedback meetings to correct interpretations and coaching needs.
- Worked with project managers to complete assigned projects successfully.
- Resolved policy interpretation issues to deliver excellent customer service.
- Resolved escalated issues to protect client satisfaction and outcomes.
- Conducted audits to maintain quality standards across operations.
- Coordinated with team members to improve day-to-day efficiency.
- Prioritised tasks during high-volume periods to meet all deadlines.
- Identified system errors for early resolution and corrective action.
- Provided training sessions for new systems to boost productivity.
- Built stronger customer relationships through clear communication and resolutions.
- Facilitated training sessions to raise team skills and consistency.
Senior process associate | Content Moderator
Genpact Ltd
Bucharest
2025.08 - 2025.11
- Ensured compliance with regulatory requirements to minimise corporate risks.
- Supported team members by guiding them in identifying correct labels and policy violations.
- Selected as a Subject Matter Expert (SME) / Support Agent due to outstanding quality performance and policy expertise.
- Supported moderation teams by providing policy interpretation guidance and clarifying complex moderation decisions.
- Coordinated with various departments for smoother operations flow.
- Identified potential risks and devised mitigation strategies accordingly.
- Handled sensitive content in a responsible manner, ensuring compliance with company guidelines.
- Guided customer support agents through the QA rebuttal process to successfully contest inaccurate evaluation score and interpret quality compliance guidelines and write professional performance score appeals.
Junior Content reviewer
Tech Firefly Unipessoal. Lda
Bucharest | Remote
2022.09 - 2025.06
- In charge of reviewing advertising content and ensuring it meets quality guidelines; handling over 500 assignments, on a daily basis.
- Throughout the project I played a role in upholding 99.9% Accuracy rate and ensuring our team achieved utilization target exceeding 99%.
- During meetings I engaged proactively to coordinate team objectives and enhance efficiency.
- I've shown that I can easily adjust to policies and ways of working.
- I've created training materials and assignments to enhance performance.
- Managed high-stress situations calmly, particularly when dealing with difficult subjects or intense user backlash.
- Demonstrated excellent judgement skills whilst handling ambiguous cases efficiently.
- Participated in regular training sessions to stay informed about latest internet slang trends.
- Ensured safe user experience by promptly responding to flagged content reports.
Associate sales consultant
RRL Gelato Srl
BUCHAREST
2020.07 - 2022.08
- Assisted team to deliver consistent customer service, enhancing loyalty and repeat business.
- Sustained welcoming atmosphere during peak times to improve satisfaction and retention.
- Helped customers choose personalised desserts, enriching their experience.
- Regularly checked feedback to boost product appeal and gelato shop environment.
- Developed stress management strategies to boost productivity.
- Guided customers through sales process, ensuring satisfaction.
- Addressed customer issues with tailored solutions using listening skills.
- Used active listening to assess needs, build rapport, and provide solutions.
Education
BACHELOR’S DEGREE - Faculty of Geography, Geography profile
University of Bucharest
BucureștiHIGH SCHOOL - Graduate in Philology (Humanist Profile)
"Calistrat Hogas" National Collage
Piatra-NeamtSkills
- Content moderation
- Content review
- Content quality assessment
- Policy adaptation
- Customer relationship management
- Analytical attention to detail
- GIS and Excel proficiency
- Remote teamwork
- Organisation, resilience and solution orientation
- Empathetic communication
- Lifelong learning
Accomplishments
•Trust & Safety Operations • Content Moderation • Policy Enforcement • Community Standards Enforcement • Quality Assurance • Quality Auditing • Content Review • Advertisement Review • User Generated Content (UGC) Review • Compliance Monitoring • Risk Assessment • Escalation Management • Online Safety • Platform Integrity • Fraud Detection • Sensitive Content Review • Decision Making • Critical Thinking • Attention to Detail • Root Cause Analysis • Process Improvement • Policy Interpretation • Policy Alignment • Policy Training & Knowledge Sharing • Quality Control • Operational Excellence • Stakeholder Communication • Customer Support • Customer Experience • Client Relations • Cross-Functional Collaboration • Remote Team Collaboration • Productivity Management • KPI Achievement • Performance Monitoring • Trend Analysis • Workflow Optimization • Investigation & Analysis • Data-Driven Decision Making • Microsoft Excel • ArcGIS • QGIS • Data Visualization • Spatial Analysis • Adaptability • Resilience • Self-Management • Continuous Learning
LANGUAGES
ENGLISH
Fluent
ROMANIAN
Fluent
ITALIAN
Upper intermediate
SPANISH
Upper intermediate
HOBBIES
Interested in history and geopolitics, I like to explore how space, culture and technology shape human behaviour., Digital communication and social interactions, Geography and mapping, Analysis of geographic space through the deepening and use of GIS platforms formation of lasting interpersonal relationships with impact on professional development, I am interested in personal development through language learning interpretation of spatial data
Timeline
Quality Support Analyst
Genpact Ldt
2025.11 - Current
Senior process associate | Content Moderator
Genpact Ltd
2025.08 - 2025.11
Junior Content reviewer
Tech Firefly Unipessoal. Lda
2022.09 - 2025.06
Associate sales consultant
RRL Gelato Srl
2020.07 - 2022.08
BACHELOR’S DEGREE - Faculty of Geography, Geography profile
University of Bucharest
HIGH SCHOOL - Graduate in Philology (Humanist Profile)
"Calistrat Hogas" National Collage