Agility Services—Quality Assurance Analyst

  1. Austin,TX
  2. Sep 02, 2017
  3. Government : Military
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Day-to-day responsibilities may include, but are not limited to:

  • Partners with internal teams to ensure that decisions made by Content Review team is being regularly audited for accuracy and that performance feedback is being shared with the responsible teams
  • Works closely with Quality Assurance Leaders to aggregate, prioritize, and report on the top issues impacting decision accuracy for each market and vertical
  • As new Content Policies are being developed and prototyped, provides details to local teams around the impact of the policy change on the team's current work and surfaces gaps in knowledge, process, and technology between the intent of the Content Policy and how content review actually takes place
  • Delivers "just-in-time" training to auditors on new or changing Content Policies as well as "refresher" training on existing Content Policy on an as-needed basis
  • Actively re-reviews decision accuracy audits to ensure consistency and alignment with internal standards and policies
  • Manages investigations of escalations of inaccurate decisions to understand the root cause(s), especially in cases where policies are new, the content is ambiguous, or the decision has an outsized impact if incorrect
  • Mentors auditors on the use of audit tools and systems
  • Develops process documentation and aggregates feedback about the functionality of audit tools

 

Basic Qualifications

  • Bachelor's Degree OR High School Diploma plus a minimum of 2 years relevant work experience
  • Minimum 1 year of experience within an audit or quality environment performing quality control and quality analysis
  • Strong functional experience with Microsoft Excel (PivotTable, charts, statistical functions) required
  • Proficiency in Microsoft Word and PowerPoint

 

Preferred Skills / Experience

  • Experience developing and maintaining expertise on corporate policies and/or standards
  • Knowledge of multi-cultural communications and cultural context in supporting other countries
  • Experience assisting with the implementation of complex operational procedures including creation/delivery of classroom-style training and documentation

 

Professional Skills Requirements

  • Excellent communication (verbal and written), facilitation and interpersonal skills, including the ability to clearly communicate in a dynamic environment across all levels
  • Ability to manage a variety of constituencies with competing priorities, manage multiple tasks simultaneously, and thrive in a complex, fast-paced environment with multiple priorities
  • Passion for corporate mission and ensuring a world class user support experience
  • Analytical with strong problem-solving and troubleshooting skills and the ability to exercise mature judgment and structured decision-making
  • Quick learner and adaptable to learn new processes, concepts, and skills
  • Excellent organizational and time management skills
  • Results-oriented, self-directed, and inquisitive
  • Strong attention to detail coupled with a desire to deliver accurately, efficiently, and to a high standard
  • A reliable, proactive approach to entrusted tasks
  • Ability to work collaboratively and independently while managing multiple projects, assignments and/or responsibilities
  • Highly motivated with the ability to thrive in a fast-paced, high energy, and demanding team-oriented environment
  • Proven track record of collaborating with cross-functional groups to produce results

Full-time

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