Hasan Ok

Developed, reviewed, and standardized operational guidelines across high-risk trust areas, ensuring strict alignment with regulatory requirements and operational feasibility.

Conducted targeted policy gap analyses and risk assessments to eliminate guidance ambiguities and standardize execution protocols across global teams.

Delivered strategic advisory and policy consultation to cross-functional stakeholders including Policy, Product, Quality, and Regional Operations on complex and unprecedented scenarios.

Synthesized complex regulatory policies into clear, scalable standard operating procedures (SOPs), knowledge systems, and structured decision trees for frontline teams.

Leveraged cutting-edge AI tools to accelerate policy translation workflows, streamline documentation quality, and increase operational efficiency.

Evaluated complex, borderline, and unprecedented moderation escalations using contextual judgment to establish consistent enforcement precedents.

Incorporated regional and cultural nuances into global guideline frameworks, ensuring operational effectiveness and local relevance across diverse markets.

Governed quality assurance and SLA performance across multiple BPO vendor sites, establishing unified calibration processes and standardizing auditing benchmarks.

Led cross-functional Root Cause Analyses (RCA) on quality defects and systemic risks in partnership with Policy, Product, Data, and Operations teams to implement durable solutions.

Designed and automated reporting dashboards using SQL, Excel, and AI-assisted workflows, improving reporting efficiency, stakeholder visibility, and turnaround times.

Managed high-priority Trust & Safety escalations across sensitive policy verticals, including fraud, harassment, hate speech, violent content, and child safety.

Mentored and upskilled quality analysts and team leads on advanced RCA methodologies, reporting standards, and quality governance best practices.

Coordinated new queue launches and process rollouts, ensuring end-to-end operational readiness, onboarding frameworks, and post-launch monitoring.

Conducted deep-dive quality analytics and systematic RCAs across global moderation workflows, identifying systemic risks and eliminating performance discrepancies.

Partnered closely with Policy, Product, and Operations teams to refine moderation standards, calibrate SOPs, and ensure seamless policy rollouts.

Delivered coaching, feedback, and calibration sessions to internal QA teams and BPO partners, elevating consistency across multiple content formats and policy areas.

Enhanced quality governance frameworks and reporting pipelines through continuous process improvements and automated data tracking.

Engineered automated dashboards and reporting frameworks using SQL, Excel, and visualization tools to track KPIs, moderation accuracy, and policy compliance.

Audited multi-modal content formats (short video, audio, DMs, photos, push notifications) across critical verticals such as child safety, terrorism, misinformation, and fraud, consistently exceeding accuracy targets.

Partnered with Product, Policy, and Engineering teams to improve enforcement consistency, operational tooling, and complex investigative workflows.

Identified systemic moderation trends and execution inconsistencies through structured RCA, driving impactful long-term quality enhancements.

Moderated diverse content formats including short videos, audio, direct messages, photos, and push notifications to maintain compliance with safety policies.

Maintained superior accuracy scores across multiple critical workflows while actively supporting 24/7 global Trust & Safety operations.

Identified and flagged policy ambiguities to Policy and Operations teams, delivering actionable frontline feedback that strengthened enforcement consistency.