Quality Assurance Specialist

Job Overview

As a Quality Assurance Specialist, you will play a critical role in ensuring the high-quality delivery of our operations.

The successful candidate will provide support to enable Operations teams to meet agreed standards and business requirements. You will drive the required knowledge, skills, and attitude of Representatives to achieve agreed Quality SLAs.

You must monitor, evaluate, counsel, and document employee's quality performance and provide coaching assistance as needed to meet goals and expectations.

The Quality Assurance Specialist will work closely with management (TL / RM) to support and drive Quality results of the team / market.

• Monitors and enhances employee performance through coaching on quality and market-specific requirements.
• Supports the Market Team Leads to educate and develop all Representatives.
• Provides backup to the training department as and when required.
• Attends and participates in meetings to review results.
• Performs data analysis to establish trends as requested.
• Assists Training and Quality Leads in preparing various projects aimed to drive Quality and operational delivery.
• Handles Quality systems onsite.
• Supports TL to establish Action Plan or Performance Improvement Plan to improve Representatives' quality performance.
• Provides feedback on Policies in order to enhance Quality.
• Monitors cases of assigned agents in any QA spoken languages.
• Provides ongoing feedback to Representatives.
• Prepares and distributes reports.
• Delivers just-in-time training to auditors on new or changing Content Policies as well as "refresher" training on existing Content Policy on an as-needed basis.
• Actively re-reviews decision accuracy audits to ensure consistency and alignment with our community standards and internal policies.
• Manges 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.
• Mentors auditors on the use of audit tools and systems.
• Develops process documentation and aggregates feedback about the functionality of audit tools.
• Any other ad hoc activities that may be required to meet business needs.

• Ability to understand the principles of Quality in the business.
• Ability to understand impact of Quality on delivery.
• Strong verbal and written communication skills.
• Handle resistance.
• Ability to drive individual results through coaching.
• Establishes effective working relationships with Representative, Coach and Team Leader.
• Ability to work with a variety of people from various levels within the organization.

• Flexibility to work across shifts to effectively respond to and cover daily business needs.
• Ability to rapidly adapt to changes as per business needs.
• Ability to work under pressure and multi-task.
• Excellent communication and problem-solving skills.

• Bachelor's degree.
• Content moderation, Trust & Safety and/or Content Quality Assurance related experience in the Social Media industry.
• Proficiency in English (C1 or above).
• Proficiency in the specific language as advertised (C1 or above).
• In-depth contact with local culture and social news.
• Proficiency in Excel and able to form analysis and create reports with both qualitative and quantitative perspectives.
• A general understanding of AI space.