Quality Analyst

Job Description

Role Purpose

The purpose of this role is to execute the process and drive the performance of the team on the key metrices of the process. 
 

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Essential Skills :

 

• B2 level English proficiency and Native language capability
• Fluent, have acceptable accents, and speak clearly and understandably in each of the language(s) in which the Content moderation processes is done
• Fluent English is mandatory
• Capable of ensuring policy/legal compliance and safety of content uploaded to the platform;
• Preferably familiar with the social media industry and content moderation practices;
• Flexible to policy changes, shifting schedules and dedicated to standard operating protocols
• Expert familiarity with and quality review in all departments 
• Excellent written, verbal, and customer service skills 
• Comfortable communicating with all levels of management 
• Demonstrated proficiency in multi-tasking and prioritization 
• Clearly demonstrated passion for ensuring the success of culture of excellence and commitment to quality and customer service  
•Passion for management and review of all quality issues to include training, customer service, communication, workflow, reporting, SLA’s, coaching, appraisals, etc.

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Experience :

• 3+ years in Quality assurance role, working closely with all  departments to prioritize efforts while providing timely and high quality service. 
• Project management experience to include an understanding of business process improvement metho

• Minimum experience of 2 years + into a similar field
• Bachlers degree is a must
• Must have had experience into Non voice

 

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Responsibilities :

• Auditing of deliverables and identifying issues and trends 
• Provide actionable and valuable information for TL coaching + feedback sessions and key insights for training prioritization + curriculum development   

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