Imagine yourself going to work with one thing on your mind: that you will work closely with the team to aggregate, prioritize, and report on the top issues impacting the quality of our service and its alignment to the client’s business goals. As you tackle your new tasks for the day, you know that it comes down to one thing: manage the investigations of escalations of gaps to understand the root cause(s), especially in cases where policies are new, the content is ambiguous, or the decision has an outsized impact if incorrect.
As a Data Nerd, you will actively review automated and manual audits to ensure consistency and alignment with our set policies. You will also develop process documentation and aggregates feedback about the functionality of tools. In terms of business excellence, you will partner with internal teams to ensure that the service is being regularly checked for quality and that performance feedback is being shared with the responsible teams. As new policies are being developed and prototyped, provides details to the team around the impact of the policy change on the team’s current work and surfaces gaps in knowledge, process, and technology between the intent of the policy and how content review actually takes place. Meanwhile in terms of work quality standards, you will have to make sure that all work performed are delivered and executed within the mutually agreed upon target completion date. All work performed are delivered to meet quality standards based on the requirement and as determined by the stakeholder. Also that all work performed is accurately reflected in the job order tracking system. Lastly, weekly status reports are required for you to submit to your supervisor which includes list of deliverables assigned to you, target completion dates, status, measure of success, and dependencies.
So, do you have what it takes to become a Data Nerd?
So, what is it we’re looking for? Well, since this is a data nerd post we need someone who already has the skills to even call themselves one. So definitely someone with experience in being one, so if you have at least 3 years of experience of experience assisting with the implementation of complex operational procedures including creation/delivery of classroom-style training and documentation -- then you’re qualified for this role.
We also need someone who has a passion for 1:1 support to people, someone who’s excellent when it comes to written and verbal communication skills, including development of effective presentations tailored for a leadership audience. Have a track record of developing and maintaining expertise on corporate policies and/or community standards? Have an exceptional attention to detail and nuance? Then we want to talk to you!
What else? Well, we need someone with a demonstrated ability to perform well in a highly dynamic, rapidly changing environment. Someone who has strong critical thinking and problem solving skills. Lastly, someone who has the ability to multitask and work independently in an unstructured environment.
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