At a Glance
- Tasks: Audit content moderation decisions and provide feedback to enhance performance.
- Company: Join a forward-thinking company dedicated to community standards and quality.
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Other info: Dynamic role with mentorship opportunities and a focus on continuous improvement.
- Why this job: Make a real difference by ensuring accuracy and supporting a safe online community.
- Qualifications: 2+ years in quality control, strong Excel skills, and a passion for support.
The predicted salary is between 35000 - 45000 £ per year.
Responsibilities to include but not be limited to the following:
- Partner with Client internal teams to ensure that decisions made by Vendor’s content moderation staff are being regularly audited for accuracy and that performance feedback is being shared with the responsible teams.
- Support every aspect of internal audit quality from audit planning, implementation, feedback and re-audit as required.
- Complete all audits in the required timeframe and provide timely and usable feedback to ‘Agents’ to drive improved performance.
- Proactively identify areas of our content policies/operational guidelines requiring training and coordinate findings with training partners to bridge knowledge gaps.
- Collaborate with relevant Operations team(s) and Quality Manager(s) for performance enhancement of personnel not meeting effectiveness metrics.
- Become and remain knowledgeable about Client products and community standards, and serve as the expert to ensure awareness and understanding of Content Policy and Operational Guidelines, and reinforce associated changes to operations teams.
- Make well balanced decisions related to effectiveness metrics, and personally driven to be an effective advocate for our community by reinforcing process and policy changes to operations teams.
- Mentor new Quality & Policy Experts on the use of audit tools and systems.
- Develop process documentation and aggregate feedback about the functionality of audit tools.
- Identify, aggregate, prioritize and report on inefficiencies and error trends in process/systems/tools/policy through root cause analysis, and suggest solutions through action plans.
- Recognize trends and patterns, and escalate issues regarding Client policy to the global team for mitigation.
- Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users.
- Work closely with Quality Leaders to develop and support the planning and design of improvement initiatives.
Recommended Qualifications:
- Passion for providing support to people with accuracy and empathy.
- 2+ years' experience in a quality control environment.
- Written and verbal language proficiency in English and at least one local language supported at the site.
- Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is essential.
- Experience with Tableau/Power BI or other similar tools is a plus.
- Exceptional attention to detail and nuance.
- Preferred trust and safety experience.
- Demonstrated ability to perform well in a highly dynamic, rapidly changing environment.
- Strong critical thinking and problem-solving skills.
- Ability to multitask and work independently in an unstructured environment.
Quality and Policy Expert in London employer: Teleperformance Ltd
As a Quality and Policy Expert, you will thrive in a dynamic work environment that values accuracy, empathy, and continuous improvement. Our company fosters a collaborative culture where your insights directly influence operational excellence, and we are committed to your professional growth through mentorship and training opportunities. Located in a vibrant area, we offer a supportive atmosphere that encourages innovation and empowers you to make a meaningful impact on our community.
StudySmarter Expert Advice🤫
We think this is how you could land Quality and Policy Expert in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. We can’t stress enough how personal connections can open doors that applications alone can’t.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We recommend practising common interview questions and tailoring your answers to highlight your experience in quality control and policy expertise.
✨Tip Number 3
Showcase your skills with a portfolio or case studies. If you’ve worked on relevant projects, we suggest putting together a presentation that highlights your achievements and how they relate to the role of Quality and Policy Expert.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can leave a lasting impression. We believe it shows your enthusiasm and professionalism, which are key traits for this role.
We think you need these skills to ace Quality and Policy Expert in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Quality and Policy Expert role. Highlight your relevant experience in quality control and any specific skills that match the job description, like your proficiency with Excel or experience in a dynamic environment.
Showcase Your Passion:We want to see your enthusiasm for supporting people with accuracy and empathy. Share examples from your past roles where you’ve made a positive impact, especially in quality assurance or content moderation.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon unless it’s relevant to the role. We appreciate well-structured applications that are easy to read!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining the StudySmarter team!
How to prepare for a job interview at Teleperformance Ltd
✨Know Your Stuff
Make sure you’re well-versed in the company’s content policies and operational guidelines. Brush up on their products and community standards so you can confidently discuss how your experience aligns with their needs.
✨Showcase Your Analytical Skills
Prepare to demonstrate your proficiency with tools like Excel, Tableau, or Power BI. Bring examples of how you've used these tools to identify trends or improve processes in previous roles, as this will highlight your analytical capabilities.
✨Be a Problem Solver
Think of specific instances where you’ve identified inefficiencies or errors in processes and how you addressed them. This will show your critical thinking skills and your ability to drive improvements, which is key for the role.
✨Emphasise Your Mentoring Experience
If you have experience mentoring others, be sure to mention it! Discuss how you’ve helped colleagues understand audit tools or improve their performance, as this aligns perfectly with the responsibilities of the Quality & Policy Expert.
