Job Description

Responsibilities:

  • Implement a clear overall quality strategy with scalable processes tools systems that allow resource efficient monitoring of decision accuracy and surface overall user experience issues fast and effectively
  • Passionately tell the story of why Quality matters, build consensus, and inspire others to move fast on fixing problems
  • Effectively manage and mentor a team responsible for diverse workflows, Quality channels, and global stakeholders
  • Drive accountability with team leads and their teams to meet quality performance goals and ensure program standards are met on a week over week basis
  • Assess and prioritize the top quality issues affecting the teams in your site across all decision making channels
  • Quantify business cases and drive cross functional partners to change our systems, processes and policies to achieve better outcomes
  • Drive investigation of highly sensitive issues affecting your site, working with teams and leaders across Facebook to understand what happened and why
  • Stay connected with how Facebook s support ecosystem is evolving and help head off quality issues before they begin, as Facebook s products and communities change and grow
  • Find creative workarounds for quality issues where Facebook s tools are the root cause and a technical solution is not imminent.
  • As new Content Policies are being developed and prototyped, provide details to local teams around the impact of the policy change on the team s current work and surfaces gaps in knowledge, process, and technology between the intent of the Content Policy and how content review actually takes place
  • Actively re review decision accuracy audits to ensure consistency and alignment with our community standards and internal policies
  • Conduct root cause especially in cases where policies are new, the content is ambiguous, or the decision has an outsized impact if incorrect

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Qualifications

Qualifications:

  • Experience in managing quality control quality analysis organization or leading cross functional quality improvement projects and teams in a dynamic environment
  • 5 years of demonstrated management ability across diverse functions direct reports, cross functional relationships, 3rd party Service Providers. etc.
  • Proven track record of collaborating with cross functional groups to produce results
  • Demonstrated ability to perform well in a rapidly changing and global team
  • Strong practical experience with Excel pivot table, charts, statistical functions .
  • Experience with Tableau Power BI or other similar tools is a plus
  • Excellent communication skills
  • Strong critical thinking and exceptional problem solving skills
  • Proven track record of breaking down complex process and identifying key pain points in order to deliver business improvements at the regional or global level
  • Passion for Facebook s mission of ensuring a world class support experience for our community
  • Quality certification e.g. Lean Six Sigma, TQM, etc. a plus
  • Project management certification PMP, Prince2, etc. is a plus

We will consider people with less than the required MAL due to business need.

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 373,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.

 

Please also note that Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity.

 

“Please advise if you have any particular requirements, so we can look into arranging reasonable adjustments to the recruitment process. You can contact us at accessIErecruitment@accenture.com”.

All employment decisions shall be made without regard to age, race, creed, colour, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as applicable by law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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