About

Quality & Policy Expert Responsibilities to include but not be limited the followingPartner with Client internal teams to ensure that decisions made by Vendor’s content moderation staff are being regularly audited for accuracy and that performance feedback is being shared with the responsible teamsSupport every aspect of internal audit quality from audit planning, implementation, feedback and re-audit as required.Complete all audits in the required timeframe and provide timely and usable feedback to ‘Agents’ to drive improved performance.Proactively identify areas of our content policies/operational guidelines requiring training and coordinate findings with training partners to bridge knowledge gapsCollaborate with relevant Operations team(s) and Quality Manager(s) for performance enhancement of personnel not meeting effectiveness metrics.Become and remain knowledgeable about Client products and community standards, and serve as the expert to ensure awareness and understanding of Content Policy and Operational Guidelines, and reinforce associated changes to operations teams.Make well balanced decisions related to effectiveness metrics, and personally driven to be an effective advocate for our 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 about the functionality of audit tools Identify, aggregate, prioritize and report on inefficiencies and error trends in process/systems/tools/policy through root cause analysis, and suggest solutions through action plansRecognize trends and patterns, and escalate issues regarding Client policy to the global team for mitigation