Content Mediation Quality and Support Analyst at Majorel Kenya

Position Summary:

The Content Mediation Quality and Support Analyst performs all duties required of a Quality Coach and functions as the Client SME.  The Content Mediation Quality and Support Analyst supports and coaches team members, trains and enforces policies and drives quality performance, while balancing the need for efficiency. Position is a liaison between training, quality, and
operations. 

Position conducts audits and analyzes metrics to report trends and patterns.  Incumbent may be required to conduct upskill training and reinforce associated changes to operations teams.  Gains exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work. Typically requires 2 to 4 years of related experience.

Overall Responsibilities

(Duties are project specific and may vary)

• Communicates with and supports all relevant stakeholders (Quality Manager, Operations Manager, Supervisors, and partners 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
• Supports every aspect of internal quality audits from audit planning, implementation, feedback and re-audit as required.
• Completes all audits in the required timeframe and provides timely and usable feedback to relevant stakeholders to drive
• improved performance.
• Proactively identifies areas of content policies/operational guidelines requiring training and coordinates findings
• with training partners to bridge knowledge gaps.
• Collaborates with relevant Operations team(s) and Quality Manager(s) for performance enhancement of personnel not meeting effectiveness metrics.
• Becomes and remains knowledgeable about client products and community standards and serves as the expert to ensure awareness and understanding of Content Policy and Operational Guidelines and reinforces associated changes to operations teams.
• Makes well balanced decisions related to effectiveness metrics and is driven to be an effective advocate for our community by reinforcing processes and policy changes to operations teams.
• Mentors new teammates on the use of audit tools and systems
• Develops process documentation and aggregate feedback about the functionality of audit tools.
• Identifies, aggregates, prioritizes and reports on inefficiencies and error trends in processes/systems/tools/policies through
• root cause analysis, and suggests solutions through action plans.
• Recognizes trends and patterns and escalates issues regarding client policy to the global team for mitigation.
• Uses market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our
• community of users.
• Works closely with Quality Leaders to develop and support the planning and design of improvement initiatives.
• Coach and mentor new hire ‘Agents’ during nesting phase on the floor
• Provides Real Time support by resolving inquiries coaching & mentoring with high quality, speed, empathy and accuracy to tenured Agents post onboarding phase.  This includes but is
• not limited to: side-by-side coaching, Team Huddles, & RCA coaching.
• Assists in the implementation and follow-through of corrective & preventive action plans for performance improvement focused
• on accuracy while balancing efficiency.
• Display a strong bias to doing what’s right for our community in supporting client's mission.
• Investigates and resolves issues that are reported on client sites such as requests for account support and reports of potentially abusive content.
• Enforces client's Terms of Use by carefully monitoring reports of abuse on the site.
• Reviews production jobs in the agreed turnaround times and standards of quality.

Job Requirements:

•  Passion for providing 1:1 support to people with accuracy and empathy.
• Strong interpersonal skills, verbal and written communication skills and most importantly 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
• 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.
• High affinity and cultural awareness of political/social situation regarding the relevant market/region that will be supported by each ‘Agent’ – which is critical to be aware of the cultural/regional differences for nuanced policy decisions to be applied in accordance with client’s abuse standard policies and training materials.
• 1 year plus experience on the applicable client account. 

Physical Demands & Work Environment: 

• While performing the duties of this job the employee requires mobility, the ability to distinguish letters, numbers and symbols as well as hand/eye coordination. The employee regularly sits for long periods of time. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee regularly uses office equipment. Employee will regularly use a computer for extended periods of time. The employee must
• occasionally lift and/or move up to 10 pounds.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
•  All of the above job duties may be changed/modified/deleted at any time by the Company; any other job duties may be assigned as needed.

Standard General Security Roles and Responsibilities          

• Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role. Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy and Confidentiality Agreement.
•  Protect company assets, systems, proprietary and confidential information in accordance with Majorel Confidentiality policy and Corporate Information Security Policies and Procedures.
• Proactively report actual or suspected ethics and compliance violations,vulnerabilities, security incidents and breaches in the confidentiality,integrity or availability of Information assets as per the Company’s Incident Reporting Process.
• Process personal data, client data and employer business specific data in accordance with customer contracts, company guidelines and federal and state requirements.