QA / QC Manager

Quality Assistant Manager 

Key Responsibilities

• Lead, guide, and motivate a team of Quality Analysts (QAs) to achieve high-quality output, including managing schedules, leaves, and performance feedback.

• Oversee the quality assurance of various content types (text, images, videos, audio) by conducting regular audits and inspections to ensure decisions align with client policies and community guidelines.

• Identify gaps, analyse quality metrics, and implement strategies and changes to improve consistency, objectivity, efficiency, and eliminate biases in the review process.

• Facilitate regular calibration sessions with internal operations teams and clients to ensure alignment on content standards and policy interpretation.

• Analyse quality data to identify trends, prepare detailed reports, and present findings, insights, and action plans to stakeholders and management for performance improvement.

• Collaborate with training teams to develop and deliver training programs and refreshers, ensuring all staff are current with guidelines, processes, and quality standards.

• Act as a primary interface between the QA team, production teams, and clients to align quality expectations and resolve quality-related issues.

• Provide support in managing crisis situations or sensitive escalations, ensuring timely and appropriate action is taken in line with policies. 

Required Qualifications and Skills

• Typically requires 2-3 years of experience in quality assurance and specific experience in content moderation is often mandatory.

• Strong analytical, quantitative, and problem-solving skills, with proficiency in data handling and interpretation to drive data-informed decisions.

• Proven people management skills, with the ability to lead, mentor, and motivate teams in a dynamic, fast-paced environment.

• The ability to handle exposure to potentially objectionable and sensitive content (e.g., graphic, violent) with professionalism and resilience.

• Familiarity with moderation tools, content management systems, and MS Office (especially Excel and presentation tools).

• Flexibility to work in rotational shifts (24/7 environment) and adapt quickly to evolving policies and platform changes.