QA Manager - Content Moderator

EUR55000 - EUR65000 per annum
06 Jun 2018
04 Jul 2018
Audrey Casier
Job Type
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

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