QA Management (M/F) - Content Moderation Project

Date: Jan 7, 2019

Location: Barcelona, B, ES, 08018

Year: 2019

Arvato Iberia is one of Arvato AG's business lines and is wholly owned by the Bertelsmann Group, the largest communication group in Europe. Present in 40 countries and with more than 7000 employees just in Spain, Arvato has become one of the world's biggest suppliers of outsourcing solutions, dedicating itself to the integral management of business processes in 3 areas: Supply Chain, Customer Services and Financial Solutions.

 

Would you like to manage an exciting new multilingual content moderation project, within an international and well-established organization? We are hiring our next QA Management in Barcelona!

The role will involve leading a multinational team of line managers. This person will be responsible for developing and driving the quality monitoring plans defined with our clients, achieving the quality targets of such plans, and implementing continuous training plans aimed at the defined objectives. In addition, you will ensure that the training given to the agents solves.

Responsibilities: 

- Supervise the operative training and quality processes for international projects;

- Develop the international T&Q team, internalizing our standards of conduct and professionalism, and alignment with our methodology and best practices;

- Drive continuous improvement efforts focused on our KPIs (CSAT, FCR, QI), both in single-channel and omni-channel projects;

- Maintaining, driving and improving services and procedures;

- Ensuring that the agreed processes are followed and key performance indicators are met;

- Managing effectively and promoting cooperation in the international work environment;

- Delivering communication to staff in accordance with corporation policies and procedures;

- Fulfilling other tasks deriving directly from his position without being directly ordered so.

 

 

Requirements:

- University degree;

- Previous experience in content moderation required, minimum 1 year (Mandatory);

- Very good PC skills and excellent knowledge of MS Office Applications, on-line tools;

- Full proficiency in English and in a second language (min. C1 level, mandatory);

- Strong Interpersonal skills;

- Strong customer service focus and proactive attitude;

- Result-oriented and attention to details.

• Excellent reputation as a responsible employer

• A welcoming and inclusive team in a multicultural environment

• Intensive induction period and training from the outset

• Great career opportunities

• Modern working environment with central accessibility by public transport


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