22003786_en - manager - Quality (content moderation)Sutherland

https://sutherland.taleo.net/careersection/2/jobdetail.ftl?job=22003786&lang=en
PH
Job Description:
Sutherland is seeking an organized and reliable person to join us as a Content Moderation Manager. We are a group of driven and supportive individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!
Customer Experience Managers in this role get to:
Responsibility Outcome Activities
1. CE Team Delivery 1. Sustain continuous program improvement on CE metrics through insights and CE Team actions to meet key performance metrics i. Manage program-specific staffing requirement following the standard QA-FL HC ratio or SOW requirement
2. Meet program-specific staffing requirement following the standard QA-FL HC ratio or SOW requirement and equip CE Specialists to perform the tasks • Identify actual requirement for the program using a standard capacity plan calculator
3. Build process credibility and improve client relationship • Endorse required manpower support to CE Lead
Activate temporary resources as needed
ii. Execute hiring and on-boarding processes for CE Specialists
Follow agreed standard processes
Ensure that new team members have adequate training and tools needed to perform their duties
Make sure that CE Specialists pass the Minimum Skill Validation and Knowledge Skill Assessments scheduled by Program or Department.
iii. Manage and monitor delivery of CE plan and CE
Specialists tasks
Prepare team sampling plan for the week or month
Ensure CE observations are completed as per plan
Identify and resolve real-time issues that will affect team productivity and task completion
Ensure that focus consultants/groups receive the required follow up observations from the team
Modify sampling plan and reallocate tasks as needed
Ensure completion of all activities planned for the week (team huddles, calibration sessions, team reports etc.)
iv. Responsible to drive accuracy and calibration among CE
Specialists and other groups that listen to calls and use the program observation forms
Join client-led calibration or Joint Monitoring sessions to gain expertise in the process
Prepare and facilitate internal calibration sessions for all
auditors (including SD and Training)
Complete Gage R&R sessions monthly
Monitor and track individual and program accuracy.
Address specific issues for non- calibration
Conduct weekly ATA (audit-the-auditor) for all CE Specialists
2. Team Development 1. Improve CE Team performance and delivery through weekly coaching sessions, development plans and training interventions i. Conduct documented individual review for CE Specialists
2. Develop team members' skills by providing learning sessions through classroom and on-the-job training quarterly • Weekly one-on-one session to discuss output for the week and performance based on assigned tasks
Discuss the audit-the-auditor and calibration results for the week
Monthly performance reviews (based on goals)
ii. Conduct career pathing discussion & development planning for all CE Specialists twice a year
iii. Prepare a development plan for bottom performers and monitor progress based on monthly results
iv. Identify training interventions for team members
v. Facilitate learning sessions through classroom and on-the -job training for team members quarterly
vi. Create a succession plan for the team
3. Continuous Improvement Framework Deployment and Analysis 1. Produce CI monthly analysis using the standard process that will provide lead/lag metrics, focus consultants/group, specific defects and impact calculation of recommended focus areas i. Prepare and complete program CE analysis monthly
2. Meet CI goals by monitoring progress of committed actions vs goals, review effectiveness and execution, and addressing new gaps identified • Utilize the standard process designed for CI Framework
Present the analysis and recommendations to stakeholders
Ensure on-time completion of analysis for the program
ii. Drive CI implementation effectiveness
Identify and document agreed actions based on the team discussion
Create a dashboard to monitor the progress of actions weekly vs targets
Monitor weekly attainment to CI goal of targeted focus group, metric, contact types etc.
Responsible for completion of follow through observations of CE team for focus group
Review action effectiveness and partner with program stakeholders to address gaps
iii. Produce weekly process-level analysis to identify improvement areas
Review CE Observations results for the week and facilitate review sessions with the CE Specialists to understand gaps
Identify program-level issues and opportunities
Provide weekly analysis based on detected defects and provide recommendations on how to address gaps
#LI-AK1
Qualifications:
Our most successful candidates have:
Creativity, proactivity, and have a bias for action
Exceptional project leadership skills, an eye for details, and good-old-fashioned common sense
Experience aggregating and analyzing customer feedback
Ability to inspire others to action and to influence without authority is absolutely necessary
Passion for learning/learning agile
Excellent written communication skills
Good computer skills: working knowledge of Microsoft Windows, Word, PowerPoint, Excel
Exceptional research skills
The ability to exude a professional demeanor and appearance
Attention to detail and excellent organizational skills
The ability to function in a fluid environment, with fast change, and fast prototyping and design
Previous track record of success in customer experience management may be substituted for education
At least 2 years of work experience in content moderation in a Supervisory level
#LI-AK1
Sutherland

Pampanga
Permanent
Full-time