Sr. Manager/Manager - Training & Quality Assurance

Job Description

Title: Sr. Manager/Manager - Training & Quality Assurance

Company Name: Genex Infosys PLC.

Vacancy: 2

Age: Na

Job Location: Dhaka

Salary: --

Experience:

• 6 to 9 years
• The applicants should have experience in the following business area(s): BPO/ Data Entry Firm,Call Center

• Bachelor/Honors

• 6 to 9 years
• The applicants should have experience in the following business area(s): BPO/ Data Entry Firm,Call Center

This role oversees operational strategy, team dynamics, stakeholder interactions & performance assessment. Staying informed about industry trends is vital for maintaining operational excellence and ensuring business continuity.

Job Responsibilities

• Lead and manage a team of content moderators, including training, mentoring, and performance evaluations.

• Develop, implement, and update content moderation policies and guidelines to ensure compliance with platform standards and legal requirements.

• Oversee the daily review and moderation of user-generated content, including text, images, videos, and comments, ensuring adherence to community guidelines.

• Handle complex or sensitive content moderation issues, including user disputes, escalation cases, and high-profile incidents.

• Design and optimize content moderation workflows and processes to improve efficiency and accuracy.

• Analyze moderation data and metrics to identify trends, report on performance, and make data-driven decisions to enhance moderation strategies.

• Monitor and evaluate the quality of content moderation performed by the team to ensure consistency and adherence to guidelines.

• Work closely with other departments, such as legal, compliance, and customer support, to address content-related issues and ensure cross-functional alignment.

• Develop strategies to improve the user experience by addressing feedback and implementing changes to moderation practices.

• Design and conduct training programs for new and existing moderators to ensure they are well-versed in policies and best practices.

• Enforce content policies consistently and fairly, taking appropriate action against violators, including warnings, content removal, and user bans.

• Ensure that content moderation practices comply with relevant legal and regulatory requirements, including privacy laws and industry standards.

Required Skills

• Experience in business communications or team leadership in BPO industry/Telco/Contact Centre.

• Proven experience in managing contact center operations, back office, and stakeholders.

• Mobile bill,Gratuity,Insurance,Provident fund
• Salary Review: Yearly
• Festival Bonus: 2