Quality Assurance Manager – Content Moderation / AI Campaign

Permanent / Full-Time

Job Summary:

We are seeking an experienced Quality Assurance Manager with at least 3 years of quality management experience in a BPO environment, preferably in content moderation or AI campaign operations. The role is responsible for developing quality strategies, managing QA teams, monitoring performance, and driving continuous improvement initiatives to ensure high standards of accuracy, compliance, and efficiency.

Key Responsibilities:

Quality Strategy & Framework

• Develop, implement, and maintain quality standards and KPIs for content moderation operations
• Align QA processes with client requirements, compliance policies, and AI moderation guidelines
• Drive continuous improvement initiatives to enhance quality metrics, accuracy, and efficiency

Team Management & Coaching

• Lead a team of QA analysts and evaluators, providing training, coaching, and feedback to maintain high performance
• Conduct regular quality audits, calibration sessions, and scorecard reviews
• Identify skill gaps and implement training programs to improve overall quality

Performance Monitoring & Reporting

• Track, analyze, and report on quality metrics, trends, and operational risks
• Prepare client-ready dashboards and reports for performance reviews
• Collaborate with operations and project management teams to address quality gaps and implement corrective actions

Stakeholder Collaboration

• Act as the primary point of contact for clients regarding quality concerns and escalations
• Partner with operations, analytics, and training teams to implement improvements and best practices
• Ensure adherence to SLAs, compliance standards, and client-specific content guidelines

Process Improvement & Innovation

• Recommend and implement automation, AI tools, or process enhancements to improve accuracy and productivity
• Maintain knowledge of industry trends, regulatory requirements, and emerging risks in content moderation

Qualifications:

• Education: Bachelor’s degree in Business Administration, IT, Communications, or related field
• Experience: Minimum 3 years in quality management within a BPO environment, preferably in content moderation, social media, AI campaign support, or similar operations
• Strong analytical and problem-solving abilities
• Excellent leadership and coaching skills
• Knowledge of QA methodologies, scorecards, and audit practices
• Familiarity with social media platforms, AI moderation tools, or digital content guidelines
• Strong reporting, data interpretation, and stakeholder management skills
• Ability to handle multiple priorities and drive process improvements
• Strong written and verbal communication skills