Detailed Role & Responsibilities

• Ensure on meeting daily KPIs and accountable for the success and quality of the process
• Ability to learn to work with customer internal tools
• Meet the Quality audit sampling & ensure the Quality targets are met
• Responsible for auditing content and getting meaningful insights to identify knowledge gaps and training opportunities
• Reviewing user generated content and editorial generated content including but not limited to text, images, audios, videos
• Review sensitive content, sometimes involving graphic or otherwise disturbing text/videos/images
• Coaching team members based on the audit findings, their performance and compliances
• Responsible for driving new instructions received from the clients across teams
• To side barge and observe reviewers working on Jobs across all queues
• To provide inputs/insights for process improvements
• Provide floor support
• Provide weekly/monthly quality dashboards & stats to TL, TM & other stakeholders
• Attend internal & external Calibration sessions
• Assist on Training need analysis
• Assist the TL/TM on bottom quartile management activities
• Help improve the defined processes as we create more automation and gather information
• QA will also be trusted to maintain a high degree of confidentiality while meeting strict deadlines

Core Competencies

• Excellent written, reading & spoken communications skills in Required Language and understanding of local culture
• Good communications skills (English)
• Understanding of the social space (trends, influencers, engagement, things to be cautious of etc.)
• Should have worked in an international technical support environment, search skills, ability to approach problems logically
• Should have experience in transaction monitoring, sampling plan etc.
• Should have conducted calibration sessions both internal and external
• Excellent analytical and research skills

Other Requirements

• Willing to work in 24x7 environment
• Should be comfortable working with explicit & sensitive content
• Ability to manage critical situations with minimum supervision
• Good interpersonal and communication skills
• Ability to perform in adverse situations