Social Media Quality Analyst at Cognizant
Posted in Information Technology 30+ days ago.
This job brought to you by eQuest
Location: Phoenix, Arizona
Social Media Quality Analyst
The QA will be responsible not only for managing day to day quality operations of the team, Quality Audits, performance management, but also help the client determine gaps in processes, identifying innovative ways to solve problems upstream and scale our operations.
Ideal candidates will be comfortable understanding social media , have an appetite for research and gathering data insights and the ability to use that to evolve client advertising platforms, a high level of comfort working with cross functional partners, and a strong analytical mindset. Successful team members have a passion for business success, strong attention to detail, analytical problem-solving abilities, and keen eyes for operational inefficiencies.
o Partners with CLIENT internal teams to ensure that decisions made by Outsourced Partners Reps are being regularly audited for accuracy and that performance feedback is being shared with the responsible teams
o Works closely with Quality Leaders in office to aggregate, prioritize, and report on the top issues impacting decision accuracy for each market and vertical
o 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
o 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
o Actively re-reviews decision accuracy audits to ensure consistency and alignment with our community standards and internal policies
o 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,
o Mentors auditors on the use of audit tools and systems
o Develops process documentation and aggregates feedback about the functionality of audit tools
§ Min. requirements:
o Passion for providing 1:1 support to people with accuracy and empathy
o 3+ years of experience assisting with the implementation of complex operational procedures including creation/delivery of classroom-style training and documentation
o Excellent written and verbal communication skills, including development of effective presentations tailored for a leadership audience
o Track record of developing and maintaining expertise on corporate policies and/or community standards
o Exceptional attention to detail and nuance
o Demonstrated ability to perform well in a highly dynamic, rapidly changing environment
o Strong critical thinking and problem solving skills
o Ability to multitask and work independently in an unstructured environment
|SNo||Primary Skill||Proficiency Level *||Rqrd./Dsrd.|
|1||Manufacturing and Logistics||NA||Required|
* Proficiency Legends
|Proficiency Level||Generic Reference|
|PL1||The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels.|
|PL2||The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects.|
|PL3||The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects.|
|PL4||The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.|
Cognizant (NASDAQ-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 205 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us on Twitter:USJobsCognizant.
Cognizant is recognized as a Military Friendly Employer and is a coalition member of the Veteran Jobs Mission. Our Cognizant Veterans Network assists Veterans in building and growing a career at Cognizant that allows them to leverage the leadership, loyalty, integrity, and commitment to excellence instilled in them through participation in military service.