Product Operations Analyst - Quality

Job Description

We are looking for an experienced hire in our growing Product Operations team. The Product Operations team not only acts as the voice of our Quora community, but also plays a critical role in developing and enforcing policies within the community. You are a key link in the quality of our operations and in turn, the quality of our product. You have a strong ability to influence without direct management and have a strong inclination to data-driven decisions. You are seasoned in data analysis and root cause analysis in understanding error drivers. You are strong in prioritization of your work in maximizing quality impact based on available resources and constraints. In this role, you will define internal guidelines and develop support documentation and training for our content reviewers. You will socialize these guidelines across internal stakeholders, develop training materials and maintain knowledge management of all guidelines, training and quiz content and develop a scalable but rapid change management process to ensure up-to-date content and education to content reviewers.

Responsibilities

• Establish stretch quality targets for every workflow and ensure consistent and sustained quality performance
• Lead regular quality assurance calibration meetings with vendor teams and team leads
• Develop and deliver training curriculum and materials and work with vendor teams on train-the-trainer sessions
• Evaluate training delivery and mediums to continuously improve agent knowledge and quality
• Drive quality improvements with cross-functional teams including training, knowledge, vendor management, process and product to ultimately reducing overall error rates
• Be the main point of contact to managing internal and external escalations on error investigations
• Identify any gaps in our quality systems and problem solve quickly and effectively to address them
• Process regular auditing and ground-level tasks via our internal tools and systems to keep operations running smoothly

Minimum Qualifications

• Analytical skills and ability to assess performance from data analysis
• Experience working with cross-functional teams and stakeholders to achieve team metrics and goals
• Attention to detail with the ability to complete a large volume of work quickly and accurately
• Excellent verbal and written communication skills with an ability to translate complex ideas into simple and intuitive communications and instructions

Preferred Qualifications

• Bachelor’s degree in Public Policy, Psychology or similar field
• Mathematics and/or Statistical background
• User generated content moderation experience
• Active user of Quora and passionate for Quora's mission and goals
• Quality assurance management experience with frontline operations
• Strong experience in process mapping and root cause analysis

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Apply for this job