PD- Banking core-BFS020963 Jaipur

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. Now, we’re calling all you rule-breakers and risk-takers who see the world differently and are bold enough to reinvent it.

Transformation happens here. Come, be a part of our exciting journey!

Are you the one we are looking for?

Inviting applications for the role of Quality Analyst - Senior Process Associate - English - On Site Bucharest!

In this role, you will lead the continuous improvement process on Quality related metrics for the assigned set of moderators/team, by first & foremost being an in-house specialist of the process & policies, conducting a variety of Quality Assurance tasks which include transaction review, random audits, provide coaching & feedback to agents, engage in Calibrations, Root Cause Exercise & contribute their assigned part on action plans

Responsibilities

• Ability & willingness to review and moderate the platform (periodically) 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.

• Review/Audit moderator’s transactions (action & reasons) to provide expert opinion on whether the transaction is, in compliance with policies & process

• Conduct coaching & feedback for moderators. Help moderators improve their quality performance

• Engage in appeals process with moderators, team leaders & client stakeholders

• Ensure, self-expertise of the subject matter (process updates, policies, Quality Team’s Standard Operating Procedure)

• Indulge in nurturing new hires & tenured bottom performers, via additional audits & actions to provide the hypercare required to improve quality performance

• Contribute towards the process of ‘define, update, innovate’ the quality frameworks to meet client expectations and raising the bar, continuously on Quality.

• Implementation and effective usage of different Quality Check Tools, best practices, and procedures