Genex Infosys PLC is hiring Sr. Manager/Manager – Training & QA, Contact Center

This role oversees operational strategy, team dynamics, stakeholder interactions & performance assessment. Staying informed about industry trends is vital for maintaining operational excellence and ensuring business continuity.

Job Responsibilities

• Lead and manage a team of content moderators, including training, mentoring, and performance evaluations.
• Develop, implement, and update content moderation policies and guidelines to ensure compliance with platform standards and legal requirements.
• Oversee the daily review and moderation of user-generated content, including text, images, videos, and comments, ensuring adherence to community guidelines.
• Handle complex or sensitive content moderation issues, including user disputes, escalation cases, and high-profile incidents.
• Design and optimize content moderation workflows and processes to improve efficiency and accuracy.
• Analyze moderation data and metrics to identify trends, report on performance, and make data-driven decisions to enhance moderation strategies.
• Monitor and evaluate the quality of content moderation performed by the team to ensure consistency and adherence to guidelines.
• Work closely with other departments, such as legal, compliance, and customer support, to address content-related issues and ensure cross-functional alignment.
• Develop strategies to improve the user experience by addressing feedback and implementing changes to moderation practices.
• Design and conduct training programs for new and existing moderators to ensure they are well-versed in policies and best practices.
• Enforce content policies consistently and fairly, taking appropriate action against violators, including warnings, content removal, and user bans.
• Ensure that content moderation practices comply with relevant legal and regulatory requirements, including privacy laws and industry standards.

Required Skills

• Experience in business communications or team leadership in BPO industry/Telco/Contact Centre.
• Proven experience in managing contact center operations, back office, and stakeholders.