Content Review Senior Analyst  

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We’re looking for a Content Review Senior Analyst, what does it take to become one?

Think of yourself as the person who is responsible for managing a group of content review analysts and achieve team and individual performance metrics. Be a policy and process champion.

As a Content Review Senior Analyst, you will be resposible in the tasks below:

• Develops and maintains an understanding of customer SLAs and department’s KPIs by driving it through the team lead
• Operational risk management, develop foresight of what could go wrong and mitigate accordingly
• Evaluate performance of the Team Lead’s & plan performance management & drive it
• Review of attrition EWS & planning hiring pipeline/highlighting risks.
• Ensuring attrition is minimum & well below the attrition target.
• Management of team leads within the client aligned work window
• Making sure SLAs are met on a daily basis
• Leave Management - Ensure planned leave is below target & there is room for unplanned leave
• Calibrate with QA analyst on quality scoring and research ways to fix quality issues
• Tower Lead will be accountable to ensure team lead conduct daily huddles, week wrap up meetings and monthly 1x1s with the analysts.
• May act as the primary knowledge resource for a product and service and use this knowledge to raise process and/or procedure improvement opportunities
• to supervisor.
• Accountability for effectively handling senior level escalations or customer complaints received via various sources
• Accountable to ensure incidents & changes are tracked & corrective action in place within SLA & mitigation plan is in place to ensure reduction in repeatability
• of similar incidents.

We're looking for an experienced professional with the skill set below:

• Ability to deliver effective feedback
• Analytical and data-driven to effectively manage team performance metrics
• Problem solving and escalation management
• Demonstrated mastery of the Silicon Valley guidelines