About the Job:
As a Quality Manager, you will be responsible to ensure that all workflows meet quality standards before submission. You will be expected to understand client expectations and needs, outlining quality standards and developing quality control processes.
Key Responsibilities:
Implement a clear overall quality strategy with scalable processes/tools/systems that allow resource efficient monitoring of decision accuracy and surface overall user experience issues fast and effectively to define appropriate continuous improvement programs
Passionately tell the story of why Quality matters, build consensus, and inspire others to move fast on fixing problems
Effectively manage and mentor a team responsible for diverse workflows, Quality channels, and global stakeholders
Drive accountability with team leads and their teams to meet quality performance goals and ensure program standards are met on a week-over-week basis
Assess and prioritize the top-quality issues affecting the teams in your office across all decision-making channels
Quantify business cases and drive cross-functional partners to change our systems, processes and policies to achieve better outcomes
Drive investigation of highly sensitive issues affecting your office, working with teams and leaders across our client to understand what happened and why
Stay connected with how our support ecosystem is evolving and help head off quality issues before they begin, as the client's products and communities change and grow
Find creative workarounds for quality issues where our tools are the root cause and a technical solution is not imminent.
As new Content Policies are being developed and prototyped, provide details to local teams around the impact of the policy change on the team's current work and surfaces gaps in knowledge, process, and technology between the intent of the Content Policy and how content review actually takes place
Deliver just-in-time training to Analysts on new or changing Content Policies as well as"refresher" training on existing Content Policy on an as-needed basis
Actively re-review decision accuracy audits to ensure consistency and alignment with our community standards and internal policies
Manage investigations of escalations of inaccurate decisions, to understand the root cause(s), especially in cases where policies are new, the content is ambiguous, or the decision has an outsized impact if incorrect.
Minimum Qualifications:
Experience in managing quality control/quality analysis organization or leading cross-functional quality improvement projects and teams in a dynamic environment
5+ years of demonstrated management ability across diverse functions (direct reports, cross functional relationships, 3rd party vendors. etc.)
Quality certification (e.g. Lean Six Sigma, TQM, etc.) a plus
Project management certification (PMP, Prince2, etc.) is a plus
Preferred Qualifications:
Proven track record of collaborating with cross-functional groups to produce results
Demonstrated ability to perform well in a rapidly changing and extremely global team
Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is essential.
Experience with Tableau/Power BI or other similar tools is a plus
Excellent communication skills
Strong critical thinking and exceptional problem-solving skills
Proven track record of breaking down complex process and identifying key pain points in order to deliver business improvements at the regional or global level
Passion for our mission of ensuring a world class support experience for our community