Quality Assurance Specialist

Job Description• Responsible for Quality Audits ensuring service meets the client and org goals and standards of quality.• Need to enforce the defined policy guidelines for all workflows assigned under the Content Moderation scope.• Need to ensure timely quality insights are shared to drive process improvements.• Should ensure timely feedback and individual performance development is tracked and reported.• Should work with the core Operations Team and drive overall quality standards defined as per the process.• Assess the quality of analysts on the project.• Meet volume and quality targets for all quality assurance audits.• Develop and maintain knowledge of client and their business needs processes.• Develop and maintain an understanding of client Service Level Agreements and the department's key performance requirements.• Develop and maintain product, industry, and business and professional skills by participating in on-the-job and classroom training.• Participate in process calibration sessions with clients and cross-vendors.• Take accountability for effectively handling escalations.• Identify root causes for business-related issues and recommend solutions to improve overall client satisfaction.• Assist with monitoring and tracking incidents to ensure timely resolution.• Deliver individual and group feedback, provide coaching sessions, motivating, and encouraging analysts to improve performance.Note: The reviewed/audited content could be sensitive or of graphic natureJob Qualifications:Quality Auditing Senior AnalystOpen to both college graduates and undergraduates with relevant work experience in Quality AssuranceMust have at least 3 years of experience in Quality AssuranceMust have at least 1 year supervisory experienceQuality Auditing SpecialistOpen to both college graduates and undergraduates with relevant work experience in Quality AssuranceMust have at least 5 - 7 years of experience in Quality AssuranceMust have at least 3 years supervisory experienceQuality Auditing Associate ManagerOpen to both college graduates and undergraduates with relevant work experience in Quality AssuranceMust have at least 7 - 8 years of experience in Quality AssuranceMust have at least 5 years supervisory experience