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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: