Quality Auditor, Law Enforcement Response Team

Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities â€" we're just getting started.

The Facebook Legal team is seeking a motivated, highly-organized, detail-oriented candidate with impeccable judgment to join our Law Enforcement Response Team. The right candidate must have a strong work ethic and exceptional partnering skills. We are seeking a team-oriented problem solver who loves investigating problems, identifying root causes, and rallying people to drive change across a global organization. You work well in high pressure situations, are comfortable with both tools/system and policy, and have excellent communication skills.

RESPONSIBILITIES

  • Conduct weekly quality assessments across global organization encompassing complex workflow processes
  • Use quantitative & qualitative research methods to perform post-hoc root cause analyses on designated high priority escalations
  • Track/flag trends and patterns within the assessments
  • Create and present case reviews that adapt to various audiences (leadership, PR, external partners, etc.) so that we have a unified message and an understanding of events and root causes
  • Identify and recommend improvements to policies, processes, systems, and products that mitigates risk to the company
  • Support the Law Enforcement Response Team on its quality initiatives, create data-driven insights on escalation trends, and maintain feedback loops to leverage these trends to mitigate risk
  • Multi-task, prioritize and pivot to other responsibilities as the role, and real-world events, evolve
  • Remain up-to-date on key workflow changes, operational guidelines, and policy updates
  • Address sensitive content issues, including but not limited to graphic images, videos and writings, offensive or derogatory language, and other objectionable material
  • Weekend and holiday work will be required as needed
MINIMUM QUALIFICATIONS
  • 2+ years of experience in analytics or quality reporting
  • Experience working independently and exercising judgment
  • Experience driving priority cases through process to resolution
  • Experience using various computer systems, internet technology and software (including PC, Mac, MS Office, online research, etc.)
  • Experience dealing with escalations
  • Conflict management and negotiation experience
PREFERRED QUALIFICATIONS
  • Experience working with traumatic, sensitive and potentially offensive content


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