Assess the performance and quality of analysts on the project, ensuring compliance with established standards and client expectations.
Volume and Quality Targets:
Meet both volume and quality targets for all quality assurance audits, ensuring efficient and effective evaluations that adhere to the client's needs.
Client Knowledge and Process Development:
Develop and maintain a deep understanding of the client's business processes, goals, and requirements, ensuring that content moderation aligns with these objectives.
Service Level Agreements (SLAs):
Ensure thorough understanding of client Service Level Agreements (SLAs) and department key performance requirements to meet and exceed service expectations consistently.
Continuous Skill Development:
Continuously develop product, industry, and business skills through on-the-job experience and classroom training to stay updated on the latest trends and best practices.
Process Calibration:
Participate in calibration sessions with clients and cross-vendor teams, ensuring consistency and alignment in content moderation practices across all stakeholders.
Escalation Management:
Take responsibility for managing and resolving escalations effectively, ensuring that issues are addressed promptly and efficiently.
Root Cause Analysis (RCA):
Identify and analyze root causes of business-related issues, providing actionable recommendations to improve overall client satisfaction and performance.
Incident Monitoring and Tracking:
Assist with monitoring and tracking incidents, ensuring that all issues are resolved in a timely manner and that service delivery is uninterrupted.
Feedback and Coaching:
Deliver both individual and group feedback to analysts, providing coaching and motivation to improve performance. Encourage a growth-oriented environment for analysts to continuously improve their skills.
