QA Manager - Content Moderator

The Quality Lead will have primary responsibility for establishment and management of Quality functions for delivery centers within scope. Managing audits and related special projects globally.


QA Support:

▪ To supervise a team of quality analysts.
▪ Provides developmental feedback to team members.
▪ Organises time and work so as to manage priorities effectively and meet deadlines
▪ Conducts researches, studies and data analysis in order to conceptualise proposals for improving the quality of performance of analysts and cascades the information to all parties concerned
▪ Publish relevant quality reports and analysis that will be used by both the client and operations
▪ Provide thought leadership in quality processes, programs and procedures


Operations Support:
▪ Ensures that quality analysts follow approved guidelines, procedures, processes in a consistent way.
▪ Responds priority and/or high complex client requests to ensure that requests are handled quickly, correctly and appropriately
▪ Identify and recommends development opportunities to client's policies and procedures to ensure accuracy, completeness and usability
▪ Leads team meetings and operational-level client calls
▪ Serves as a liaison and work with the clients to review and resolve issues including but not limited to rebuttals, claims appeal logs, end of shift reports, and other QA-Operations-related reports.
▪ Leads in reviewing the performance trending analysis and provides recommendation to mitigate risk points


Specific Skills and Experiences:
▪ Exemplary interpersonal and client-facing skills
▪ Analytical and fact-based decision-maker
▪ Ability to quickly identify issues and risks and provide recommendations
▪ Experience in team interactions and facilitation
▪ Extensive experiences in quality processes, procedures and analyses
▪ Detailed-oriented
▪ Adept in statistical tools and analysis
▪ Graduate of any four-year course
▪ At least 3 years' experience in a quality function in an outsourcing set-up.

Working Conditions
▪ Moderate to no travel depending on project involvement
▪ Cyclical work shift including work hours at night
▪ Overtime and On-Call may be required