Consultant
Dodge Construction Network
Tableau
Job Level
JuniorMid-Level
Tech Stack
Tableau
About the role
- Partner with Client internal teams to ensure decisions by Vendor’s content moderation staff are regularly audited for accuracy
- Support all aspects of internal audit quality: audit planning, implementation, feedback and re-audit as required
- Complete audits in the required timeframe and provide timely, usable feedback to Agents to drive improved performance
- Proactively identify areas of content policies/operational guidelines requiring training and coordinate findings with training partners
- Collaborate with Operations teams and Quality Managers to enhance performance of personnel not meeting metrics
- Become knowledgeable about Client products and community standards and serve as the Content Policy expert
- Make balanced decisions related to effectiveness metrics and advocate for the community by reinforcing process and policy changes
- Mentor new Quality & Policy Experts on audit tools and systems
- Develop process documentation and aggregate feedback about audit tool functionality
- Identify, aggregate, prioritize and report inefficiencies and error trends through root cause analysis and suggest action plans
- Recognize trends and escalate client policy issues to global team for mitigation
- Use market-specific knowledge and insights to scope scalable solutions to improve community support
- Work closely with Quality Leaders to plan and design improvement initiatives
Requirements
- 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 (see Section 6.8)
- Strong practical experience with Excel (PivotTable, Charts, Statistical functions)
- Experience with Tableau/Power BI or other similar tools is a plus
- Exceptional attention to detail and nuance
- Demonstrated ability to perform well in a highly dynamic, rapidly changing environment
- Strong critical thinking and problem-solving skill
- Ability to multitask and work independently in an unstructured environment
