Remote Quality Specialist

Summary

Join our team as a Quality Specialist to monitor and drive contributor's performance in search, social media, eCommerce relevance ranking, and content annotation. Collaborate with Client Delivery to meet client and project requirements.

Requirements

• Advanced to expert Excel skills required
• Experience in managing and prioritizing large volumes of email correspondence
• Experience with a Windows operating system and Office suite of products
• Proficient in English. Excellent oral and written communication skills
• Bi-lingual in a second language is a bonus
• Experienced in delivering exceptional customer service
• Excellent analytical skills including ability to proactively identify problems, gather information and set course of action
• Open to work at Lancaster New City, Imus, Cavite
• Candidates must be amenable to work on a night shift schedule
• BS or BA degree from an accredited university or equivalent work experience preferred List out years of experience required
• Minimum 2-3 years’ work experience in a metric-driven setting working in a production, operation, or call center environment is desired
• Project Management, Data Analytics/Management and/or Process Improvement is an advantage

Responsibilities

• Execute day-to-day quality processes for the assigned projects/program
• Analyze and evaluate quality trends and insights to proactively identify any quality issues and root causes
• Develop and execute quality management plans
• Drive quality improvements to help improve partner satisfaction
• Take responsibility for delivering excellent Quality Metrics to meet the partner goals
• Solicit and use input and feedback from client, Appen managers and contributors to help drive project/program efficiencies
• Participate in program improvements, initiatives, and committee work as assigned
• Analyzing projects, identifying risks and forming risk mitigation strategies
• Complete all assigned tasks with accuracy using effective time management by setting priorities and consistently meeting deadlines
• Where necessary, complete additional tasks as assigned
• Provide seamless payment experience to ICs through timely and accurate processing of invoices
• Maintain trackers and dashboards by consistently checking and cleaning data
• Gather and analyze data to aid project teams in planning and making informed decisions
• Build and manage a crowd team of proficient contributors to ensure they meet or exceeds quality, throughput, and productivity targets
• Prepare and disseminate project materials based on contributor and/or client feedback to clarify guidelines
• Ensure data accuracy and timeliness of reports
• Drive reporting efficiencies through process improvement and automation
• Communicate service level expectations and directions to all contributors
• Proactively provide guidance and feedback to contributors regarding metrics-driven performance issues
• Participate in regular team meetings and communicate with all stakeholders in a timely, clear and concise manner
• Communicate directly with client, using proper escalation procedures for both production-related questions and technical issues
• Share trends and insights to help provide the client with the highest quality and quantity of data
• Become familiar with all aspects of managing client relationships
• Actively establish and grow client relationships, as assigned
• Adapt to changing client needs and expectations
• Develop program processes, guidelines and training material as well as annotate data for new or existing programs
• Support the training and mentoring of new and existing Appen staff, as assigned