Responsibilities
We are the AMS AI Data Service and Operations team under TnS-OPS (abbreviation: ADSO), mainly providing safety and non-safety data annotation services and search operation services for all of the company's international products, which can also help international products build their own data ecological security.
It is possible that this role will be exposed to harmful content as part of the core role/as part of project/ in response to escalation requests/by chance. This may occur in the form of images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals.
Job Responsibilities
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- Lead AMS Search Operations Data Service Teams of People Managers, Quality Assurance Specialists, and Evaluators to perform policy localisation, BPO quality management, Quality assurance, RCA(Root Cause Analysis), data analysis & deep dives, make reports & policy recommendations, and triage escalations.
- Develop and lead the execution of both the tactical and strategic direction of this regional team, leading the operations, change management, and scaling/driving adoption of new programs, tools etc.
- Lead a high-performing operations team who are effective, engaged, and aligned with our company culture and values.
- Work with Ops Leadership and Cross-functional teams to understand various product ecosystems in order to ensure alignment of quality assessment procedures and data delivery with product strategies.
- Partner with cross-functional partners on analysis and reporting.
- Coach & support search ops team leads to developing and/or enhancing the Quality framework, methods for performance management, tracking KPIs, and working for any performance improvement initiatives.
- Lead your team to detect, land and optimise any efficiency, productivity and accuracy improvement opportunities
- Analyse data firsthand to validate recommendations made by your team in order to drive continuous quality improvement across partner sites and workflows.
- Enhance the quality process with the automation of metrics by the creation of dashboards.
- Validate information of RCA reports created by your team and present findings to key internal stakeholders.
- Ensure that our BPO partners meet and exceed quality targets and provide the support needed to achieve objectives in deep dives, make reports & policy recommendations and triage escalations.
Qualifications
Minimum Qualifications
- Bachelor's degree or above.
- Minimum 4 years in Content Quality or Data Quality Management.
- Minimum 4 years in people management (ideally across multiple locations) with a focus on performance, culture, engagement, and people growth and development.
- Experience in partnership with BPOs as well as ability to lead effectively, prioritise projects, and ensure the delivery of high quality work under time constraints.
- Solid analytical skills with the ability to perform complex data analysis to derive key insights as well as experience in Data Analysis tools such as Microsoft Excel.
Preferred Qualifications
- Experience in search functions, and experience in E-commerce is strongly preferred
- Proven leader with project management, planning, presenting and communication skills.
- Experience working cross-functionally, in a high matrix, a global organization with external and internal teams with the ability to influence leadership.
- Ability to adapt rapidly to changing work environments, work priorities, and organisational needs
- Ability and willingness to work on various projects
- Detail-oriented with the ability to create and maintain reports, procedures, proposals and presentations
- Outstanding natural communicator, with exceptional verbal, written and communication skills.