Content Moderation Ops Manager

In this role, you will own the responsibility & outcomes on overall Knowledge Transfer, Knowledge Management & Quality Assurance for our Client.

Responsibilities:

Training
• Ensure adherence to Training SLAs as agreed for the respective processes.
• Manage new hire classroom training (Pre-Process as well as Process/Policy Training) with the help of team leaders & training specialists.
• Responsible for the on-the job training management and timely graduation/certifications for new hire learners as well as cross training batches
• Ongoing refreshers & steady state knowledge management as per training need identification analyses as well as inputs from the policy team or quality analysts
• Own the update dissemination & close-looping process.
• Shadow agent transactions to stay up to date with product/ process changes and recommend changes / updates to training material or knowledge base.

Quality
• Responsible to provide the leadership and strategic direction on all Quality matters. The role will include collaboration with the processes’ key partners to define the quality requirements both internally and externally & lead the efforts on accomplishing them.
• Responsible for driving outcomes on Quality related metrics & drive continuous improvement projects & plan for any contingencies/failure modes.
• Weekly deep dive with Quality TLs & Quality Analysts on data analytics, insights & specific action plans to improve Quality.
• Use market-specific knowledge, signals and insights to spot and scope scalable solutions to improve the health of transactions.
• Flag resource constraints, or issues/inconsistencies timely to ensure quality assurance.

Training & Quality (Common)
• Ability & willingness to review and moderate the platform (once a month) on the base of policies, processes, and guidelines. Provide actions & reasons on each decision/transaction. Review and investigate 3D, visual, graphic, audio, and text content for violation of policies and guidelines. (For example, slurs, cuss words, adult content, etc.). The role also involves moderating content of egregious nature.
• Lead a group of Training specialists & Quality Team Leaders
• Leading reviews & collaboration (including WBRs, MBRs, QBRs) from a training & quality mgt. standpoint for clients as well as internal Genpact stakeholders. Engage in elaborate data analytics & study for specific action plans, effective presentations & story telling.
• Primary point of contact with Operations SDL, Global Operating Leader for coordinating & driving training & quality efforts, outcomes
• Develop relationships & coordination with the Client POCs, Process Owners, Genpact Operating Leaders, Global leadership team, as well as other key internal/external partners/vendors.
• Training & quality initiatives for the Operating teams, communication, connecting with stakeholders for feedback and driving the adherence of initiatives focused, towards elevating business’s key performance indicators.
• To ensure the personal development & upskilling of all team members within the training & quality team

Minimum Qualifications
• Experience in leading functional teams responsible training &/or quality for a functional span of approx.
• Prior exposure on Senior Client Management is important – Vendor Managers, CXOs
• Demonstrated Experience in Trust & Safety Operations
• Expert on MS Office Tools (Excel, PPT, Word, Outlook) & an expert on handling large data sets. Proficient on storytelling, narratives & presentations
• A keen knack towards problem solving & exposure to digital solutions.
• Excellent relationship management and interpersonal skills/track record to partner effectively with key partners and stakeholders, internally and externally.

Nice to have:
• Six Sigma Green Belt Certified
• Instructional Design Expert
• Validated knowledge of Quality Assurance and Quality Control and associated procedures and practices.
• Strategic thinker – ability to formulate and sell Digital Solutions related to Training & Quality, Expertise in working on Teamwork Tools and LMS
Show more Show less