Hayder Zaidi

Trust & Safety Operations & Program Manager

512-586-0693
hayderzaidi52@gmail.com
LinkedIn
Austin, TX

Professional Profile

Global Trust & Safety professional with extensive experience across leading tech platforms including TikTok and Meta (via Accenture). Proven track record in implementing strategic quality frameworks that drive significant improvements in content safety and operational efficiency.

Specialized in developing innovative programs that enhance team performance while maintaining exceptional quality standards. Recognized for creating scalable solutions that align AI governance with platform integrity and regulatory compliance.

Passionate about building high-performing teams through leadership initiatives that foster professional growth, open communication, and continuous improvement.

Languages: English, Arabic

Trust & Safety

  • Policy Governance
  • Content Moderation
  • Risk Assessment
  • Escalation Management
  • AI/ML Workflow Collaboration

Quality Assurance

  • QA Program Development
  • LLM QA Test Design
  • SLA Monitoring
  • Accuracy Audits
  • Knowledge Base Administration

Leadership

  • Team Management
  • Mentorship
  • Strategic Communication
  • Cross-Functional Collaboration
  • Executive Reporting

Technical

  • Cybersecurity Fundamentals
  • IT Service Management
  • Cloud Computing
  • Data Analytics
  • Scrum Methodology

Professional Experience

TikTok – Austin, TX

January 2024 – Present

Quality Assurance Specialist (E-Commerce & LLM Programs)

  • Redesigned TikTok Shop's QA workflow, improving checkpoint clarity and escalation paths, resulting in 9% faster queue turnaround and fewer late-stage policy reversals
  • Partnered with AI engineers to design and implement an LLM QA test framework that improved model-policy alignment accuracy by 12% after first iteration
  • Delivered policy training and documentation to 200+ TikTok Shop sellers, contributing to 25% drop in violation rates within one quarter
  • Managed and mentored four junior QA analysts, driving their advancement into lead roles through structured coaching and development plans
  • Coordinated policy alignment initiatives with Governance and Product Engineering teams, enhancing LLM model precision and content safety
  • Conducted just-in-time training during policy changes, maintaining 99% QA pass rate and avoiding vendor penalties
  • Facilitated cross-functional collaboration between QA, Account Management, and AI teams to improve seller verification compliance under EU Digital Services Act

Accenture – Austin, TX

December 2022 – November 2023

Trust & Safety Team Manager (Meta Project)

  • Led team of 15-20 reviewers for high-risk moderation queues (child safety, extremism, terrorism), resolving 8K tickets daily while maintaining SLA compliance
  • Authored decision trees for ambiguous policy cases, reducing manager escalations by 18% and increasing first-pass accuracy to 99%
  • Initiated Arabic-language knowledge hub and scaled anti-terrorism project team from 6 to 40 content reviewers, securing contract renewal from Meta
  • Developed training, peer-audit loops, and knowledge base workflows that cut queue error rates by 40% and reduced handle time by 20%
  • Cleared over 20K sensitive reports with only 2% escalated, preserving SLA bandwidth and platform trust
  • Created developmental program with honorary SME/trainer rotations based on performance metrics, fostering engagement and cross-functional strength

Accenture – Austin, TX

August 2021 – December 2022

Senior Subject Matter Expert (Meta Project)

  • Managed team of 7 SMEs supporting complex content moderation and technical issue resolution across Meta platforms
  • Created and launched modular knowledge bases for 100+ moderators, reducing average ticket handle time by 20% while maintaining 99% QA scores
  • Trained moderators on risk-based enforcement practices and gray-area resolution strategies to minimize escalation dependency
  • Introduced regression coaching methods that revived underperforming agents' metrics through phased improvement plans
  • Advised leadership on ticket categorization challenges and content sensitivity triggers, enhancing escalation protocols

Marriott – Austin, TX

February 2014 – August 2019

Technical Support & Loss Prevention

  • Delivered technical support for 15+ internal users, minimizing workflow disruptions through rapid issue resolution
  • Spearheaded installation and maintenance of hardware/software systems, reducing downtime across departments
  • Supported internal security procedures and loss prevention operations across guest service points
  • Introduced reporting system that tracked device performance and flagged recurring system faults

Certifications & Education

Associate of Applied Science (AAS) in Cybersecurity

Austin Community College, 2022

Certified ScrumMaster (CSM)

Scrum Alliance

ITIL® 4 Foundation Certificate

PeopleCert

Lean Six Sigma Yellow Belt

Council for Six Sigma Certification

Lean Six Sigma White Belt

Council for Six Sigma Certification

Google IT Support Professional Certificate

Google/Coursera

AWS Certified Cloud Practitioner

Amazon Web Services

Google Data Analytics Professional Certificate

Google/Coursera

Customer Success Manager Level 1 (CCSM)

SuccessCOACHING

Key Accomplishments

Professional Growth Program Implementation

Designed and implemented a unique development program at Accenture that provided high-performing employees with daily opportunities to serve as SMEs or trainers. This initiative:

  • Boosted team morale by 35% according to internal surveys
  • Reduced attrition by 22% among participating employees
  • Created a competitive environment that improved attendance by 18%
  • Resulted in 40% of participants being promoted within 6 months

Counterterrorism Knowledge Base Development

Spearheaded the creation of a comprehensive knowledge base for Accenture's counterterrorism content moderation program that included:

  • Modular training programs tailored to different experience levels
  • Real-time coaching frameworks for complex cases
  • Decision trees for ambiguous content scenarios
  • Arabic-language resources for regional specialists

This initiative was directly credited with securing contract renewal from Meta and expanding the team from 6 to 50 employees.

PPO Management & Performance Tracking System

Developed an innovative performance tracking and improvement system as TikTok's LLM QA Analyst that featured:

  • Development action plans with measurable milestones
  • Collaboration protocols with engineering and governance teams
  • Appeals program with quality metrics tracking
  • Dual WBR system (for PPOs and engineering teams)

This system reduced recurring errors by 28% and improved model-policy alignment by 12%.

Team Leadership Initiatives

Created two impactful leadership programs as Trust & Safety Team Manager:

1. Professional Growth Program: Structured development pathways for high-potential employees with rotation opportunities.

2. Monthly Brainstorm Sessions: Regular innovation meetings where team members could:

  • Provide feedback on work processes
  • Suggest improvements to leadership approaches
  • Propose innovative solutions to operational challenges

Implemented suggestions were rewarded, creating a culture of open communication that improved team performance metrics by 15%.

Let's Connect

I'm always interested in discussing Trust & Safety opportunities, sharing insights about content moderation best practices, or connecting with fellow professionals in the field.

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