Quality and Policy Expert
TeleperformanceNaas, County Kildare, Irelandsrc="https : / / teleperformance.icims.com / icims2 / servlet / icims2?module=AppInert&action=download&id=4712580&hashed=-552666295"
alt="TPUK Back 7" / >
Quality & Policy Expert
Responsibilities to include but not be
limited the following
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Partner 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
teams
Support every aspect of internal audit
quality from audit planning, implementation, feedback and re-audit
as required.
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Complete all audits in the required
timeframe and provide timely and usable feedback to ‘Agents’ to
drive improved
performance.
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Proactively identify areas of our content
policies / operational guidelines requiring training and coordinate
findings with training partners to bridge knowledge
gaps
Collaborate 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.
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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.
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Mentor new Quality & Policy Experts
on the use of audit tools and systems
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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
plans
Recognize trends and patterns, and
escalate issues regarding Client policy to the global team for
mitigation
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Use market specific knowledge, signals
and insights to spot and scope scalable solutions to improve the
support of our community of users
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Work closely with Quality Leaders to
develop and support the planning and design of improvement
initiatives.
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Recommended
Qualifications
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Passion for providing support to people
with accuracy and empathy
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2+ years' experience in a quality control
environment
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Written and verbal language proficiency
in English and at least one local language supported at the site
(see Section
6.8).
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Strong practical experience with Excel
(PivotTable, Charts, Statistical functions) is
essential
Experience with Tableau / Power BI or other
similar tools is a plus
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Exceptional attention to detail and
nuance
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Demonstrated ability to perform well in a
highly dynamic, rapidly changing
environment
Strong critical thinking and
problem-solving
skill
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Ability to multitask and work
independently in an unstructured
environment
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Quality • Naas, County Kildare, Ireland