Job Title

All 5 days from Office in Hyderabad :Responsibilities i. 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 to define appropriate continuous improvement programs ii. Passionately tell the story of why Quality matters, build consensus, and inspire others to move fast on fixing problems iii. Understanding of Transaction Quality concepts, best practices & ability to lead transaction quality function end to end for established businesses & new transitions iv .Responsible for handling teams across different lines of business and across multiple geographies v. Performing Root cause analysis on complex problem situations & work on action planning. Designing & implementing corrective & preventive action planning vi. Perform data analysis to arrive at meaningful inferences and design action plans basis the analysis vii. Ensure timely hiring as per the capacity plan viii. Present & participate in Quality & Business discussion during executive client connects & visits ix. Ensuing all Quality SOP’s are in place and also ensure adherence to the SOPs from an internal and external audit standpoint x. Effectively manage and mentor a team responsible for diverse workflows, Quality channels, and global stakeholders xi. 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 xii. Assess and prioritize the top-quality issues affecting the teams in your office across all decision-making channels xiii. Quantify business cases and drive cross-functional partners to change our systems, processes and policies to achieve better outcomes xiv. Drive investigation of highly sensitive issues affecting your office, working with teams and leaders across client organization to understand what happened and why xv. Stay connected with how our support ecosystem is evolving and help head off quality issues before they begin, as clients products and communities change and grow xvi. Find creative workarounds for quality issues where our tools are the root cause and a technical solution is not imminent. xvii. Actively re-review decision accuracy audits to ensure consistency and alignment with our community standards and internal policies xviii. Manage investigations of escalations of inaccurate decisions, to understand the root cause(s), especially in cases where policies are new, the content is ambiguous, or the decision has an outsized impact if incorrect xix. Experience in Content Moderation domain preferred Recommended Qualification i. Over all experience of around 15 years. With relevant experience around 12 in Transaction Quality ii. Experience in managing quality control/quality analysis organization or leading cross-functional quality improvement projects and teams in a dynamic environment iii.5+ years of demonstrated management ability across diverse functions (direct reports, cross functional relationships, 3rd party vendors. etc.) iv. Proven track record of collaborating with cross-functional groups to produce results v. Demonstrated ability to perform well in a rapidly changing and extremely global team vi. Strong practical experience with Excel (PivotTable, Charts, Statistical functions) & power point is essential. vii. Experience with Tableau/Power BI or other similar tools is a plus viii. Excellent communication skills ix. Strong critical thinking and exceptional problem-solving skills x. 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 xi. Passion for our mission of ensuring a world class support experience for our community xii. Quality certification (e.g. Lean Six Sigma, TQM, etc.). Project management certification (PMP, Prince2, etc.) is a plus