Quality Manager

Responsibilities

• Implement a clear overall quality strategy with scalable processes/tools/systems that allow resource efficient monitoring of decision accuracy and surface overall user experience issues fast and effectively to define appropriate continuous improvement programs
• Passionately tell the story of why Quality matters, build consensus, and inspire others to move fast on fixing problems
• Effectively manage and mentor a team responsible for diverse workflows, Quality channels, and global stakeholders
• Drive accountability with team leads and their teams to meet quality performance goals and ensure program standards are met on a weekover-week basis
• Assess and prioritize the top-quality issues affecting the teams in your office across all decision-making channels
• Quantify business cases and drive cross-functional partners to change our systems, processes and policies to achieve better outcomes
• Drive investigation of highly sensitive issues affecting your office, working with teams and leaders across Client to understand what happened and why
• Stay connected with how our support ecosystem is evolving and help head off quality issues before they begin, as Client’s products and communities change and grow
• Find creative workarounds for quality issues where our tools are the root cause and a technical solution is not imminent.
• As new Content Policies are being developed and prototyped, provide details to local teams around the impact of the policy change on the team’s current work and surfaces gaps in knowledge, process, and technology between the intent of the Content Policy and how content review actually takes place
• Deliver just-in-time training to Analysts on new or changing Content Policies as well as “refresher” training on existing Content Policy on an asneeded basis

Qualifications

• University degree (min Bachelor)/logistics can be an advantage
• Under graduate / Bachelor degree with 0-1 years of work experience in a reputed company
• 5+ years of demonstrated management ability across diverse functions (direct reports, cross functional relationships, 3rd party vendors. etc.)
• Should have solid understanding of workflow, tools used for providing services- Experience working as an Agent in same/similar workflows
• Experience in managing quality control/quality analysis organization or leading cross-functional quality improvement projects and teams in a dynamic environment
• Eye for detail
• Demonstrated Trust & Safety Experience – preferably content labelling and/or moderation
• Neutral mind-set to digital content that needs classification & policy review
• Strong critical thinking and exceptional problem-solving skills
• Strong emotional intelligence and resilience
• Ability to think critically and make quick decisions
• Enthusiastic and proactive team player
• Collaborative and has a growth mindset
• Proven track record of collaborating with cross-functional groups to produce results
• Demonstrated ability to perform well in a rapidly changing and extremely global team
• Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is essential.

We offer

• Attractive salary
• Stable job offer – employment contract
• Various trainings 
• Possibility of development
• Benefits (Insurance, Luxmed, LunchPass, Multisport, additional vacation days, biking policy)