Quality Program Manager - Content Moderation
Posted on: June 12, 2021
What You'll Do:
Support global alignment across internal and external
stakeholders through proactive communication and facilitation of
Lead and facilitate innovative quality initiatives by developing
a deep understanding of key business drivers and maximizing value
from vendor partners.
Consult the organization regarding different aspects of quality
and vendor onboarding.
Execute a qualitative and quantitative strategy for improving
overall quality performance, mitigating operational risk, and
proactively identifying trends.
Manage relationships with key vendor quality POC's to ensure
quality standards and contractual obligations are being met.
Leverage metrics, analytics, and statistics (sampling,
confidence intervals, margin of error) to make informed decisions
and to create robust analyses.
Collaborate with vendor managers to identify opportunities to
optimize QA costs.
- Drive projects across cross-functional partners relating to
benchmarking quality, identifying thematic gaps and areas of
improvement, introducing industry best practices and improving
Who You Are:
Domain Expertise: You have a working knowledge of quality
assurance practices. This includes developing and standardizing QA
frameworks, implementing strategic sampling practices, and
identifying areas of improvement across new and existing vendor
Analytical Capabilities: You can leverage data and metrics that
enable you to make informed decisions on a day-to-day basis. You
are able to build your own reports and dashboards and will use your
findings to optimize vendor performance and validate numbers.
Communication: Exceptional written and verbal communication
skills. You can be trusted to speak for and represent the global
Vendor Operations team. You seamlessly present ideas and project
proposals to all levels of the business. You are proactive and
navigate ambiguous situations with confidence and know the right
situations in which to raise a red flag to your leadership
Problem-solving: People will come to you with problems that they
can't solve and look for guidance. You research possible outcomes
and proactively make recommendations to your stakeholders. You
understand how to prioritize across multiple projects.
- Team Player: You are part of an organization that relies on a
lot of mutual trust and respect to get stuff done. You'll give and
take feedback well, learn from your mistakes, and operate with a
4-6 years of working experience
Have prior experience (2+ years) building and/or managing a
global quality program
Minimum of one year experience in customer support and/or vendor
Experience working with content management systems and/or
quality assurance software
Ability to travel up to 20% to global vendor locations
- Program and Project Management skills
Degree in Business, Statistics, or Data Analytics
Experience working in hi-tech, online, or telecommunications
Experience with Quality Management Systems (QMS)
Domain and Industry Experience: Background experience with call
center services, Business Process Outsourcing (BPO), data analysis,
customer service, social media, content moderation
- Active, passionate Twitter user with a strong interest in
We are Twitter Service, dedicated to delivering customer service
through meaningful connections and enforcing policies to promote
healthy exchanges in the public conversation. Whether we're
optimizing support operations, guarding the health of the service
through scaled enforcement, driving content and support channel
strategies, or localizing the product for our global audience,
we're with our customers every step of the way. Within Twitter
Service, the Vendor Operations team manages relationships and
strategies with large managed service providers and enables the
organization to effectively operate at scale.
Twitter is seeking a Quality Program Manager who will help
develop the end to end vendor quality program for Twitter Service.
You will utilize strategic thinking and analytical capabilities to
ensure that vendors are meeting quality standards and SLAs as
defined by the operations teams. Through effective project
management, you will help define, standardize, and innovate the
program across multiple suppliers, locations, and workflows. This
is an individual contributor (IC) role with access to supporting
Keywords: Twitter, Memphis , Quality Program Manager - Content Moderation, Other , Manila, Tennessee
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