Quality Manager

Overview

Main Responsibilities (Non-Exhaustive)

- 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 week-over-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 Meta to understand what happened and why
- Stay connected with how Meta’s support ecosystem is evolving and help head off quality issues before they begin, as Meta’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 as-needed basis
- Actively re-review decision accuracy audits to ensure consistency and alignment with our community standards and internal policies
- Manage investigations of escalations of inaccurate decisions, to understand the root cause(s), especially in cases where policies are new, the content is ambiguous, or the decision has an outsized impact if incorrect

Security Role and Responsibilities

According to the Personal Data Protection Act, the Site training and quality Manager is committed to:

- Process personal data, customer data and data relating to procedures and business of the company in accordance with the law on the protection of personal data, the internal regulations, the security policy and the company's IS usage charter.
- Protection of personal data, customer data and data on the internal functioning of the company by ensuring the confidentiality of such information, which is brought to the attention of the employee in the course of his duties, even after the contractual relationship between the company and the employee has ended.

- Inform his immediate supervisor of potential threats and plausible incidents that may affect the normal course of work and the secure processing of data.
- Ensure the proper handling of information and use of IT resources, applying all applicable rules and established procedures.
- Participate in company-organized security training, including training on data protection and processing.

SKILLS AND PREREQUISITES :

ØConditions of access to the position

- Education : 4 years of higher education in Human Ressources, Management, or Quality experience
- Experience : Minimum 5 to 7 years in total including 3 to 5 years in training

ØKnowledge and know-how

- Training
- Knowledge of quality standards
- Management Skills
- Audit skills
- Analytical skills
- Synthesis Skills
- Risk management
- Communication
- Innovation
- Conflict management

ØPersonal skills

- Results orientation
- Team spirit
- Autonomy

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