Responsibilities:
- Utilize critical thinking to analyze multi-source data and trends, drawing conclusions to drive business outcomes across global programs.
- Connect operations quality gaps to process, product & behavioral issues and drive analysis and actionable projects across internal operations and product teams.
- Design and deploy analytics dashboards to monitor key business metrics, establishing baselines, targets, averages, and benchmarks, and present findings in business forums through presentations.
- Identify appropriate data sources, extract data for analysis, and independently apply analytics tools to generate insights.
- Execute or lead quality assessments on advertisement products.
- Conduct thorough analysis of assessment scores and trends in customer experience and product failure points across process, product, and operational policies.
- Provide guidance and support to vendors to maintain adherence to quality standards.
- Gather insights from various channels and amalgamate them for actionable insights.
- Translate insights into an executable plan and advocate for implementation with key stakeholders.
- Develop and implement comprehensive training programs in line with organizational objectives, collaborating with subject matter experts to create training content and materials.
Qualifications:
- Minimum 4+ years' of experience in the Quality domain, preferably within a business function or technical customer support vendor program.
- Proficient in data analytics tool (e.g. excel etc.).
- Knowledge in programming (e.g. Python) and visualization tools (e.g. Tableau/Power BI).
- Analytical experience solving problems using data and providing actionable business insights.
- Experience in understanding, communicating and resolving technical issues to both technical and non-technical audiences.
- Experience in advertisement tech/digital technology is a plus.
