Quality Assurance - Safety Model Operations - (Vietnam)

emselves & our teams.

They must also be willing and able to take ownership of this role, identify & suggest process improvements, & help to develop a best practice methodology for the QA role.

Responsibilities :

• Working both independently, and in collaboration with stakeholders, to deliver high performance standards across all relevant projects, and develop a best practice model for maintaining high performance on those projects.
• Facilitate regular calibration meetings with stakeholders to maintain knowledge & quality standards, and provide feedback on implementation and execution.
• Work closely with the Policy POC to disseminate policy updates and knowledge to your teams, and facilitate efficient & timely communication of policy questions between all internal & external stakeholders.
• Perform daily audits and provide analysis of errors and feedback to respective teams.
• Compile & deliver regular performance data reports to SME & management teams as required.
• ⁠Conduct regular RCA escalations through the relevant process.
• ⁠Identify and assess areas for performance improvement across relevant markets, and be solution driven and proactive in delivering these solutions.
• ⁠Participate in or lead policy briefings to ensure any changes are consistent and in line with cultural, socio, geographical and political conditions.
• ⁠Balance efficient delivery of tasks in each queue through relevant platforms such as TCS or Rock Appeal.
• ⁠Be able & willing to support or backfill temporary gaps in market support.
• Be able to support the internal onboarding team to further develop onboarding training SOP's & materials, as well as ongoing legacy planning.
• ⁠Perform regular queue moderation, or participate in knowledge quizzes when required, to maintain policy implementation skills.
• ⁠Design/help to design a training plan and implement it according to the timeline
• Please note that this position involves exposure to sensitive content, including but not limited to vulgar content, violence, pornography, and fake news.

Qualifications

Minimum Qualifications

• You are a good communicator, proficient in English and Vietnamese as this role will cover Vietnam market
• ⁠A fast learner who has the ability to embrace a fast-paced working environment.

Preferred Qualifications

• Experience in Content Moderation/Content Quality/Content Safety/Labeling/Annotation will be an added advantage.
• Demonstrate a broad understanding of our business needs, strategic thinking skills and ability to make good decisions in complex situations.
• ⁠Familiar with the business logic of labeling and working mode of the upstream and downstream teams.
• ⁠Comfortable reporting to, or collaborating with, a broad range of XFN partners.
• ⁠Presentation skills, good communication and interpersonal skills.