- Quality Assessment:
- 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.
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Quality Auditing Associate - Hyderabad / Secunderabad, Telangana - confidential
Description
Roles and Responsibilities:
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