Quality Assurance - English - Penang

Qualifications

Minimum Education Requirement:

• Diploma/Degree and above 

Minimum Relevant Work Experience:

• 1 year’s customer service experience or any relevant experience

Language Required:

• Language proficiency in English is mandatory

Good-To-Have Qualifications/ Experience

Contact Centre knowledge and/or experience is strongly preferred.

Proficient in MS Office (Advance skills in Excel and PowerPoint).

Organizational and time management abilities

Critical thinking, analytical and decision-making abilities

Responsibilities

Responsibilities:

• Partner with social media internal teams to ensure that decisions made by Outsourced Partners Reps are being regularly audited for accuracy and that performance feedback is being shared with the responsible teams
• Works closely with Quality Leaders in office to aggregate, prioritize, and report on the top issues impacting decision accuracy for each market and vertical
• As new Content Policies are being developed and prototyped, provides 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
• Delivers just-in-time training to auditors on new or changing Content Policies as well as “refresher” training on existing Content Policy on an as-needed basis
• Actively re-reviews decision accuracy audits to ensure consistency and alignment with our community standards and internal policies
• Manages 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
• Mentors auditors on the use of audit tools and systems o Develops process documentation and aggregates feedback about the functionality of audit tools