Data & Quality Assurance Specialist

The Data & Quality Specialist will be expected to bring themselves up to speed on the fast-moving fields of content governance, trust and safety, and internet laws. Key responsibilities include:

• Quality Management Processes & Guidelines: Work with the Case Review Associate Manager to Develop and implement quality assurance processes and guidelines for the Case Operations team to optimise case quality and delivery in line with case review standards.

• Conduct Quality Assurance: Conduct Quality Assurance on Case Review team using scorecards to help determine the Quality and Performance of the Case Review team.
• Quality Management - Data Analysis: Drive data driven quality management approach by collecting, analysing and interpreting available appeals data.
• Operational Efficiency – Data Analysis: Create and monitor dashboards and reports to help case review team meet efficiency targets.
• Analysis & Research: Conduct ad-hoc analysis and deep dives into specific case review challenges or risks.
• Process Improvement: Utilise quality management outputs to drive continuous case improvement considering process, policies and guidelines, workflow and tooling and roles & responsibilities. Support real-time improvement efforts and business case development for longer-term investments
• Data Insights: Deliver data driven insights to case operations leadership to inform organisational strategy, workforce planning, roadmap, etc.
• Reporting: Develop and maintain dashboards, reports, and visualisations to communicate key findings and metrics to stakeholders. Work with third parties to support as needed. Support ongoing management and transparency reporting requirements.
• Management & External Reporting: Support aggregation of data to enable management and transparency reporting.