Responsibilities
As Quality Assurance Team Lead, you will lead a team of Quality Assurance Analysts/ POCs, handling day-to-day management, escalations, feedback, and performance.
Our QA teams audit and review our moderation teams, handling appeals, audits, feedback, and providing support on ad hoc policy questions. To eliminate any doubt, this role involves reading, viewing, listening and examining user-generated content to ensure they comply with community guidelines.
Content includes images, video and text related to every day life, but they can also include (but are not limited to) bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; murder.
The Quality Assurance team reviews videos in continuous succession during each shift and it is possible that this role will be exposed to harmful content on a daily basis
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What will I be doing?
- You will lead and manage a team of Quality Assurance Analysts, providing support, duty of care and instill a performance culture
- You collaborate with cross-functional partners (Policy, Product Management, Data Analytics, Engineering etc.) to identify, assess and resolve safety-related issues in our products, promote community wellbeing & user safety.
- You are responsible for providing feedback and analysis on Policy updates to identify areas of improvement and potential gaps;
- Ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role;
- Resilience and commitment to self-care to manage the emotional demands of the role.
Qualifications
Minimum Qualifications
- Previous experience leading / managing / mentoring teams.
And you possess prior experience in a QA role, ideally within a Content Moderation / Content Quality / Safety environment.
- You have experience in a BPO / call center/customer service environment.
- You pay attention to detail and you are comfortable using data analysis to identify trends.
- You have project management skills that allow you to articulate the problem, propose solutions, and present a roadmap for execution
- Excellent Stakeholder Management skills;
Preferred qualifications:
- Capable to work in a fast paced environment;