Quality & Policy Expert
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Responsibilities
Partner with Client internal teams to ensure that decisions made by Vendor's content moderation staff are regularly audited for accuracy and that performance feedback is shared with the responsible teams.
Support every aspect of internal audit quality from audit planning, implementation, feedback and re‑audit as required.
Complete all audits within the required timeframe and provide timely, usable feedback to agents to drive improved performance.
Proactively identify areas of content policies/operational guidelines that require training and coordinate findings with training partners to bridge knowledge gaps.
Collaborate with relevant Operations teams and Quality Managers for performance enhancement of personnel not meeting effectiveness metrics.
Maintain expertise on Client products and community standards, ensuring awareness of Content Policy and Operational Guidelines and reinforcing changes to operations teams.
Make balanced decisions related to effectiveness metrics, acting as an advocate for the community by reinforcing process and policy changes to operations teams.
Mentor new Quality & Policy Experts on the use of audit tools and systems.
Develop process documentation and aggregate feedback on audit tools' functionality.
Identify, aggregate, prioritize and report inefficiencies and error trends in processes/systems/tools/policy through root‑cause analysis and suggest action plans.
Recognize trends and patterns, and elevate issues regarding Client policy to the global team for mitigation.
Use market‑specific knowledge, signals and insights to spot scalable solutions that improve community support.
Work closely with Quality Leaders to develop and support the planning and design of improvement initiatives.
Recommended Qualifications
Passion for providing support to people with accuracy and empathy.
2+ years' experience in a quality control environment.
Strong written and verbal proficiency in English and at least one local language supported at the site.
Strong practical experience with Excel (Pivot Table, charts, statistical functions) is essential.
Experience with Tableau/Power BI or similar tools is a plus.
Exceptional attention to detail and nuance.
Demonstrated ability to perform well in a highly dynamic, rapidly changing environment.
Strong critical thinking and problem‑solving skills.
Ability to multitask and work independently in an unstructured environment.
Seniority Level
Entry level
Employment Type
Full‑time
Job Function
Quality Assurance
Industries
Outsourcing and Offshoring Consulting
Dublin, County Dublin, Ireland
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