Policy Expert
This is a dynamic role that plays a vital part in the team and project’s success.
The Policy Expert contributes significantly to upholding and promoting the organization's values and principles. This role encompasses a wide range of responsibilities aimed at ensuring the team's operational efficiency and effectiveness.
Responsibilities:
* Participate actively in various initiatives to enhance policy and coaching skills.
* Propose, organize, and coordinate new policy- and coaching-related initiatives.
* Conduct workshops focused on enhancing the skills and knowledge of Policy Experts.
* Provide mentoring and support to team members performing coaching tasks.
* Collaborate in focus groups to enhance training materials, identify policy inconsistencies, and streamline processes.
* Generate regular reports to track progress and identify areas for improvement.
Onboarding Support
* Coordinate Shadowing and Reverse Shadowing Sessions for new team members.
* Organize and conduct "Meet your Policy Expert" sessions with new team members to ensure their familiarity with essential tools and procedures.
* Monitor the progress of team members during their ramp-up phase and communicate any training needs to the Team Lead.
Operational Support
* Attend Weekly Sync Meetings to ensure team alignment and communication.
* Keep the team updated on new policies and procedures.
* Implement weekly Action Plans based on Root Cause Analyses (RCAs) provided by QAs to address policy and operational guideline-related issues within the team.
* Disseminate and communicate all Policy Changes to the team.
Essential Competencies:
* Strong understanding of quality principles and their impact on operational delivery.
* Proficiency in Microsoft Excel for data management, analysis, problem-solving, trend identification, and proposing solutions.
* Excellent communication skills, both verbal and written.
* Ability to drive individual and team performance through coaching and feedback.
* Effective time management skills to handle multiple tasks, details, and interruptions.
* Proactive attitude, driving improvements within the team and organizational processes.
* Strong teamwork skills, including the ability to share ideas and handle conflicting points of view.
Candidate Experience:
* Proficiency in the English language, both written and verbal (C1 Level, minimum).
* A track record of managing and analysing data, recognizing trends, and relating to real-world scenarios.
* Demonstrated experience in providing policy-related support and 1-2-1 guidance.
* Experience assisting with the implementation of complex operational procedures, including the creation and delivery of classroom-style training and documentation.
* Ability to work independently, collaboratively, and effectively in a fast-paced environment.
* Strong critical thinking and problem-solving skills.