Role and Key Responsibilities:

• Manage Quality KPI for multiple accounts
• Manage and control attrition and effective employee engagement activities 
• Drive continuous improvement program across processes  
• Undertake detailed process improvement studies and up skill team members  
• Drive culture of continuous improvement 
• Provide quality support, development of metrics and dashboards in line with customer requirements  
• Lead a team, coordinate with other location and drive standardized practises 
• Meet and exceed client metrics: External & internal quality metrics to be consistently green 
• Strengthen quality management processes/framework to improve quality delivery 
• Accurately capture SLA/SLO Metrics, the reporting needs of all clients and set up/customize processes to seamlessly meet client's expectations 
• Generate and implement out of the box ideas and Process Improvement Initiatives in the process 
• Drive Process Control & Compliance in addition to managing the Audit requirements 
• Ensure Knowledge consistency through calibrations, Quizzes, D-Sat Scrubbing etc 

Key skills and knowledge:

• 3+ years of experience in Trust and Safety(Content Moderation)
• Bachelors degree preferred 
• Six Sigma Black belt/ Green Belt certified 
• Demonstrated success in Transactional Quality 
• Thorough knowledge of MS office tools like Power point , project, excel are critical for the job 
• Strong communication skills 
• Knowledge of six sigma and lean methodology-  desirable 
• Good facilitation skills  
• Flexible approach to tackling projects 
• Good team player 
• Good Presentation skills 
• Excellent Transactional Quality Domain Knowledge 
• Persuasive, collaborative and influencing skills 
• Strong interpersonal skills to manage client expectations/engagements effectively 

Educational Qualification: Bachelor’s degree