PD| Banking

Are you the one we are looking for?

Inviting applications for the role of PD - Quality Analyst, Trust and Safety!

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.
• Contribute towards overall process improvement ideas, insights, and projects to enhance process’s key performance indicators & value adds
• Accountable for performance standards for the assigned set of moderator’s Quality Performance benchmarks & continuous improvement in a weekly/monthly manner
• Responsible to partner & contribute on classroom training delivery with respective team leader or training specialists

Also engage in refresher training as per training need identifications & action plans for continuous improvement

Qualifications we seek in you!

Minimum Qualifications
• Any graduate
• Interest in playing PC games and good acumen towards gaming terminologies, new-age gaming world & Industry
• Relevant Years of Experience working as an Agent/Reviewer/Moderator in a Trust & Safety Process (content moderation/review/labelling)
• Good communication (Minimum B2 proficiency as per CEFR on English/Marketplace being hired for) & excellent interpersonal skills
• Ability to comprehend the dynamic nuances in the gaming world
• Flexibility in working hours & shifts
• Prior understanding & exposure towards quality process (audits, coaching & feedback, sampling & reporting)
• Proficient on MS Office Tools (Excel, Word, PowerPoint etc )
• Attention to detail, nature of being thorough & meticulous in their work

Preferred Qualifications/ Skills
• Relevant Years of experience as a subject matter expert/coach or quality auditor in their previous stint/organization
• Worked in more than 1, trust & safety process/account in their previous organization
• Prior experience of people/multiple stakeholder interaction