Responsibilities
About the Team
Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for not only users, but also partners. We value user experience and work on policies, rules, products and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build a commerce ecosystem that is innovative, secure and intuitive for our users.
As part of GNE organization is our Service Support Centre (SSC) thrives to deliver trustworthy and excellent service experiences. SSC is looking for an Appeal Quality Assurance and Training Program Manager.
What will you do
- Develop and define QA and Training strategy, execution framework and learning curriculum.
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- Utilize quality management/training tools to strategically drive operations to reach the QA goals & lead training efforts across regional teams.
- Deep understanding of moderation guidelines and appeal strategies to drive root cause analysis & conduct trainings.
- Collaborate with stakeholders (i.e. policy teams) and develop quality inspection standards, to continuously optimize & refine policies, processes and platforms.
- Collaborate & lead BPO Quality Assurance/Training teams to ensure a high quality standard of moderation quality.
- Work closely with partner operations & SOP teams to drive appeal operation excellence through identifying quality & tooling issues.
- Initiate, lead & guide small/medium scale projects, pilot implementation of new platforms and tool functionalities aimed at enhancing moderation training & quality.
- Participate in large scale projects, aimed at identifying shortcomings or opportunities, provide business requirements (BRDs) from a moderation quality viewpoint.
Qualifications
Minimum Qualifications
- Bachelor's Degree in education, business administration or training related fields.
- 3+ years' working experience in training and quality analysis.
- Track record in developing and implementing quality assurance and training solutions in the tech industry.
Preferred Qualifications
- Master's degree in education, business administration or policy related fields.
- Able to effectively engage with leadership, facilitate discussions about complex topics, influence, and reach agreements.
- Self-motivated with a track record in stakeholder management, problem-solving skills and able to thrive in an ambiguous working environment.