• Audit Management: Ensure content moderation decisions are regularly audited for accuracy and performance feedback is shared with relevant teams. • Audit Process Execution: Manage the entire audit lifecycle, from planning and execution to feedback and re-audits, ensuring all audits are completed within the required timeframe. • Performance Improvement: Provide timely and actionable feedback to agents to enhance performance and collaborate with operations teams and quality managers for personnel improvement. • Training Coordination: Identify areas needing additional training, coordinate with training teams, and mentor new Quality & Policy Experts on audit tools and systems. • Policy and Process Adherence: Serve as a subject matter expert on content policies and operational guidelines, ensuring teams are updated and informed of any changes. • Root Cause Analysis: Conduct analysis to identify inefficiencies, error trends, and areas for process improvement, then report findings and implement action plans. • Team Leadership: Lead and manage multiple teams, including customer service, social media, email, and chat support, to ensure performance targets are met.
• Performance Monitoring: Conduct regular business performance reviews, calibration sessions, and meetings with team managers to assess goals and develop action plans. • HR and Employee Management: Oversee human resource functions such as recruitment, training, performance management, and employee development. • Process Optimization: Analyze call center data to improve processes, allocate resources efficiently, and maximize customer satisfaction. • Escalation Management: Handle Level 2 escalations and supervise advanced customer service support teams to resolve complex issues. • Cross-functional Collaboration: Work closely with stakeholders, clients, and internal teams to align on goals, improve operations, and drive continuous improvement initiatives.
