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Job Responsibilities:
Owns client-specific quality programs, performance metrics, and escalations while leading team development and cross-functional coordination. Shared accountability for client outcomes and team performance with the Ops Manager
Key Responsibilities
· Set client QA strategies (sampling design, audit methods, acceptance thresholds) and adapt to scope/volume changes.
· Run root-cause analyses; drive CAPA plans with owners, timelines, and effectiveness checks.
· Plan training & certification for raters/annotators and coordinators; track completion and impact.
· Maintain dashboards (throughput, accuracy, productivity, cost) and convert insights into actions.
· Manage client escalations; present options, trade-offs, and recovery paths.
· Standardize SOPs, templates, and checklists; remove bottlenecks.
· Pilot small automations (macros, templates, RPA/API handoffs) with Ops Tech; scale wins.
· Coach P1s and C2–C3 on tools, workflows, and QA craft.
· Ensure compliance/security across data handling and platform access.
Requirements
Education
· Bachelor’s degree or equivalent experience in Business, Operations, Quality, or Data/Engineering.
Experience
· 2+ years in quality/ops with hands-on QA and workforce/training coordination.
· 1+ years leading people/pods (formal or informal).
Skills
· Multi-project planning and stakeholder management.
· Clear client communications and governance cadence participation.
· Strong spreadsheets, PM/task boards, and basic BI; ETL familiarity is a plus.
· Capacity planning with vendors; confident escalation/negotiation.
· Effective in global, distributed teams.
Additional Qualifications
· Near-native English with strong writing and editorial skills.
· Hands-on with generative AI tools (text/voice/video).
· Background in QA testing, rubric design, or AI safety/ethics evaluation.
· Familiarity with data-annotation platforms and model-evaluation tools.
· Ability to interpret code/datasets/workflows at a conceptual level (no coding required).
· Works independently and manages workflows effectively in a remote setup.
· Multilingual ability beyond English.
Scope & Autonomy
· Leads quality, training, and performance tracks across several projects; independent within guardrails.
· Shared accountability for client results and team performance with Ops Manager.
Additional Job Details:
