Manager Quality||Content Moderation

Role Summary:

Content Moderation Quality Manager

What you would be doing?

• Team Management

  : Lead and manage a team of Quality Evaluators and Team Leaders, ensuring effective coordination and alignment with process objectives.

• Client/Stakeholder Management

  : Build and maintain strong relationships with clients and stakeholders, driving and influencing continuous improvement objectives and performance standards.

• Quality Activities

  : Oversee the documentation for transaction monitoring, ensuring that quality standards are met. Facilitate the sharing of best practices and implement them across the team to drive performance benchmarking.

• Process Improvement

  : Keep track of process trends and identify opportunities for improvement by analyzing end-to-end processes and identifying broken links that impact performance.

• Performance Analysis & Reporting

  : Analyze and report on agent and process performance trends, providing insights and recommending corrective action plans where necessary.

• Corrective Actions & Quality Tools

  : Implement corrective action plans and participate in quality system improvement activities using Six Sigma methodologies.

• Quality Monitoring Compliance

  : Ensure dip check compliance and calibration compliance on a weekly basis. Oversee the preparation of weekly and monthly reports, tracking performance metrics and compliance standards.

• Bottom Quartile Identification

  : Identify bottom quartile performers and develop steps to improve their performance.

• Continuous Improvement

  : Recommend initiatives to improve transaction quality through the adoption of new quality tools and motivational techniques.

Whats Expected:

• Domain Knowledge

  : Well-versed in the travel domain and familiar with content moderation processes.

• Analytical Skills

  : Strong ability to analyze data trends and performance metrics to identify areas for improvement.

• Supervisory Skills

  : Demonstrated experience in leading teams, with a keen eye for detail and a results-oriented mindset.

• Communication Skills

  : Excellent written and verbal communication skills in English.

• Organizational Skills

  : Highly organized and methodical, able to handle multiple priorities and meet deadlines.

• Proficiency in MS Office

  : Strong knowledge of MS Office tools, particularly Excel, Word, and PowerPoint.

• Quality Control Tools

  : Knowledge of key quality control tools, such as Pareto analysis, Six Sigma, FMEA, SIPOC, etc.

What are you signing up for?

• Competitive salary and benefits package.
• Career development opportunities.
• Health and wellness programs.
• Equal employment opportunity: We are committed to providing equal employment opportunities to all individuals based on job-related qualifications, without discrimination.

Interested candidates