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Quality Program Manager - Content Moderation

Company: Twitter
Location: Manila
Posted on: June 12, 2021

Job Description:

The Position

What You'll Do:

  • Support global alignment across internal and external stakeholders through proactive communication and facilitation of cross-functional projects.

  • 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 existing processes.

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 engagements.

  • 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 team.

  • 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 growth mindset.

Qualifications

Minimum Qualifications

  • BA/BS degree

  • 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 management

  • 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

Preferred Qualifications

  • Degree in Business, Statistics, or Data Analytics

  • Experience working in hi-tech, online, or telecommunications industries

  • 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 social media

Company Description

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 staff.

Keywords: Twitter, Memphis , Quality Program Manager - Content Moderation, Other , Manila, Tennessee

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