Role Summary
The Quality Auditing Associate Manager is responsible for overseeing the quality assessment of analysts within the Trust and Safety project. This role plays a crucial part in ensuring compliance with service standards while fostering a high-performance team environment.
Job Description
In this role, you will manage the quality assessment processes and support the team in achieving audit targets. You will engage in data analysis and provide coaching to enhance team performance.
Key Responsibilities:
- Oversee quality assessments of analysts within the Trust and Safety project.
- Meet audit targets and ensure compliance with Service Level Agreements.
- Conduct root cause analysis for business issues.
- Provide coaching to improve team performance.
- Review sensitive online content and manage escalations.
- Participate in client calibration sessions.
- Utilize data analysis tools to create reports and identify trends.
Job Requirements
Bachelor’s Degree in any tertiary study.
Proven experience in Quality Assurance and team leadership, preferably in a BPO background.
Proficiency in MS Office (Excel, PPT, Word) or Google Workspace (Sheets, Docs, Slides).
Excellent verbal and written communication skills.
Strong emotional resilience and ability to handle objectionable content.
Ability to work cyclical shifts, including night shifts.
Skilled in data analysis to perform Root Cause Analysis (RCA).
Quick Info
Company
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Location
Kuala Lumpur
Salary
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Incentive / Bonus
Performance-based incentives available
Skills Required
6 skills
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Required Skills
Quality Assurance
Team Leadership
Data Analysis
Emotional Resilience
Communication
Coaching
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