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 (PivotTable, 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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