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Content Review QA Senior Analyst

Job Location: Manila

Job Number: 2093


- Job description

The QA Lead reviews and assesses the quality of reviews performed by analysts and checks their compliance to the client policies. They liaise with other policy, operations and support teams and provide feedback on error trends in order to raise the Quality rate of the analysts and project
1. Experience/skills in Content Review (managing of website & social media platform contents) 2. Quality analyst experience in a content review process with a scope of 15 agents or more 3. Adept in the use of quality tools such as Pareto, fishbone, causal tree, etc. to analyze error drivers. Can effectively lead quality deep dive sessions and create pointed action plans based on RCA results 1. Experience in delivering coaching especially for bottom quartile agents in quality 2. Strong change management experience to ensure that process updates are rolled out effectively, process ambiguities are clarified and documented. 3. Strong quality governance experience – quality SOPs, QIPs, BQ management, regular quality reports and review sessions with the delivery team 4. Reporting skills and presentation skills 5. Proficient in MS Office Suite, Google Docs, and the internet 6. Ability to summarize articles into succinct phrases for ease of understanding. 7. Ability to work in a fast-paced deadline driven environment. 8. Degree holder or undergraduate with relevant work experience can be considered

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