Key Responsibilities Include
Internet Advertiser Review
Review web sites for content quality based on Content Guidelines.
Thoroughly check ad content with quality and accuracy.
Approve or disapprove new and changed ad submissions based on policy guidelines.
Analyze data and evaluate trends/ patterns.
Recommend generic pattern to be translated into Rules.
Writing customer-facing emails to address concerns and report issues.
Troubleshooting issues related to Advertisers.
Training & Coaching
Coordinating training & mentoring sessions
Frequently reviewing work of new hires (with guidance of Supervisor) and providing on-going feedback in the first days, weeks and months.
Coaching IARs towards improvement where necessary
Offering "remedial" instruction in tool usage and other topics as required
Maintaining Updates & Documentation and Monitoring workflow
Escalating questions/issues from the team regarding the process and cascading updates to the team
Preparing & Maintaining Training documents, Wiki pages with updates, SOPs & any other documents
Preparing weekly process reports & sending these out to the concerned people
Monitoring workflow and re-assignment in the team & handling shift-issues, daily standups, updates and escalations
Review & Maintain internal process quality –
Maintaining high internal quality of the processes by performing quality audits
Providing specific & timely feedback to policers on errors & trends
Act as SMEs for processes on the floor
Should be flexible to work in night shifts and rotational weeks offs
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Basic Qualifications
Graduate degree in any discipline.
1 plus years experience with Operations processes required
Demonstrated passion for delivering a positive customer experience, and maintain composure in difficult situations
Ability to effectively and efficiently complete difficult goals or assignments
Strong interpersonal and communication skills
Confident in using Microsoft Package (especially Excel)
bilingual language is a must
Willingness to work with sensitive issues, including but not limited to:
content
Religious and philosophically sensitive issues
Alcohol, tobacco, weapons and other potentially offensive products
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