Quality Specialist, Community Operations

(Dublin, Ireland)

Facebook’s mission is to give people the power to share, and make the world more open and connected. Through our growing family of apps and services, we’re building a different kind of company that helps billions of people around the world connect and share what matters most to them. 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 make the world more open and accessible. Connecting the world takes every one of us—and we’re just getting started.

Community Operations’ focus is on improving the health of our products and helping people understand how to use them through both direct support interactions as well as scalable solutions. Those who join our teams are very passionate about solving people’s issues, and are strong advocates for the Facebook community. We are looking for a passionate problem solver to develop both a deep and broad understanding of Facebook’s review policies and processes and understand where our people, processes, and systems need to improve in order to give help to the people who need it most.

Facebook is seeking an experienced thought leader to drive innovation, influence stakeholders and manage the implementation of effective strategies and goals. This person will combine a deep knowledge of Lean Six Sigma methodology with broad expertise in data analysis, structured problem solving, and project management to directly influence goal setting and its measurement for each team as well as the Site Integrity organization as a whole across our global offices.

Responsibilities

  • In this role you will work closely with cross-functional partners, subject matter experts, operations managers and our Engineering, Reporting, and Outsourcing teams. Responsibilities would include but not limited to
  • Performing weekly qualitative and quantitative analyses of error trends to improve our understanding of where and why mistakes are occurring
  • Utilize advanced knowledge of SQL, Excel and Tableau to drive efficient analytics, automation, reporting and ops improvements
  • Leading urgent, time-sensitive investigations of quality issues to determine root cause and recommend corrective action, requiring an end-to-end understanding of all reporting and review systems, processes, and policies
  • Working closely with Quality Leads/Managers to aggregate, prioritize, and report out on impact of the top quality issues affecting the teams in that location
  • Project Managing the local rollout of new or changing Quality Measurement programs
  • Developing and delivering training for Quality auditors in the use of Quality tools, systems, and dashboards
  • Coaching auditors in best practices for giving feedback during the “Decision Review” audit process
  • Develop team members’ skills related to data-driven approaches to regimented problem identification and solving through direct mentoring and development of effective training material
  • Consult with cross-functional teams to help them track their effectiveness, identify areas where existing metrics are not adequate, and express problems using an effective combination of quantitative and qualitative data analysis
  • Conceptualize, build and support data pipelines that supply monitoring dashboards and ad-hoc queries
  • Developing process documentation for in-team quality resources and aggregating feedback about the functionality of quality tools

Minimum Qualifications

  • Degree in a quantitative and/or science discipline from a leading academic institution, or equivalent experience3+ years of experience in a role delivering or enabling 1:1 customer support
  • 2+ years experience with Excel (PivotTable, Charts, Statistical functions) and intermediateSQL (WHERE statements, JOINs, Aggregate and Window Functions). Experience developing dashboards in Tableau is a significant plus
  • 2+ years experience with Lean, Six Sigma delivering process improvements in a cross functional environment
  • 1+ years of Project Management experience preferred
  • Willingness and ability to travel overnight internationally when needed (<25%)
  • Demonstrated experience using operational metrics on a daily/weekly/monthly basis to prioritize and move to action
  • Exhibit a critical balance of analytical and interpersonal skills
  • Exceptional attention to detail and nuance
  • Demonstrated ability to perform well in a highly dynamic, rapidly changing environment
  • Excellent written and verbal communication skills, including development of effective presentations
  • Strong critical thinking and problem solving skills
  • Ability to multitask and work in an unstructured environment
  • Passion for ensuring a world class user experience
  • The ability to read and interpret scripts or other structured code that you have not written is strongly preferred

Meet Some of Facebook's Employees

Cristina T.

Sr. Manager, WhatsApp Customer Support & Localization

Cristina manages the WhatsApp customer experience, translating the application into multiple languages and troubleshooting communication services worldwide.

Deborah L.

Product Manager, Platform Monetization

Deborah is a PM of Facebook’s mobile app installation and payment system. She strategizes on how to meet product goals and works with engineers to bring exciting features to customers.


Back to top