The Quality Specialist is responsible for monitoring and driving contributor’s performance who perform tasks such as search, social media, eCommerce relevance ranking and content annotation. The Quality Specialist works collaboratively with Client Delivery to meet all client and project requirements.
Quality Responsibilities
- Quality Management:
- 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.
General Responsibilities
- Crowd Team Management:
- 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.
- Reporting Management:
- Ensure data accuracy and timeliness of reports.
- Drive reporting efficiencies through process improvement and automation.
- Communication:
- 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.
- Client Relationship Management:
- Under manager guidance, 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.
- Guideline & Training Support:
- 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.
Required Knowledge, Skills, and Abilities
- 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
Qualifications and Experience
- 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
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Last updated on Oct 15, 2024