Process Associate

Responsibilities

Provides prompt and efficient service to the client including the appropriate escalation of any issues.
Fulfil and maintain acceptable performance metrics such as quality, productivity, and attendance.
Actively seek solutions through logical reasoning
Demonstrates strong problem-solving capabilities and assist customers in case of any issues.
Serve as an advocate for the user community.
Become and remain knowledgeable about products and community standards.
Strong interpersonal skills, verbal and written communication skills and most importantly empathy
Investigate and resolve issues that are reported such as requests for account support and reports of potentially abusive content.
Identify inefficiencies in workflows and suggest solutions.
Gather, analyse and utilize relevant data to develop ways to improve the overall user experience on the site.
Understand and remain up to date with client policies and guidelines; resolve inquires according to defined policies and procedures.
Provide Email/Chat, back-office operations support and troubleshoot, resolve issues and provide third-party app support & testing.
Open-ended content labeling, trend identification, and trend sizing. Interpret text and create categories and sub-categories into which to thematically bucket text. Size volume of reports categorized into each bucket.
ML model training. Interpret text and select which category a text falls into from a drop down.
Classification accuracy assessments. Interpret text and determine whether the category/label used to describe the text is the best fit. If it is not the best fit, reassign to a new category.

In the context of this role, individuals may be exposed to explicit content and will need a level of resilience and maturity. Our employees well-being, health, and safety will be taken care and we will ensure the necessary support and resources be made available to fulfill the responsibilities of the role.

Minimum Qualifications

Preferred Qualifications