Quality Assurance Analyst I-Grade B1

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