Job Description

The PSA team will be instrumental in bridging the gap between internal stakeholders and our BPO partners, playing a crucial role in elevating the quality performance and ensuring market health assurance of our Video, Features and SpecQ moderation ecosystem. Our mission is to meticulously align market strategies, policies, and initiatives to achieve optimal quality outcomes, working in close partnership with the broader Partner Success team.
Responsibilities:
- Performance & Governance: Monitor site- and market-level quality metrics (NSM/KOM), conduct root cause analysis, and provide insights for business reviews.
- Partner Engagement: Build strong relationships with BPO leads (Quality, Training, Ops), advocate partner feedback to Policy teams, and participate in site visits/reviews.
- New Hire Integration: Support onboarding through assessments and tracking, monitor the 30-60-90 learning curve, and guide partners on speed-to-proficiency in collaboration with POM/PPM.
- Data & Analytics: Develop and maintain dashboards/reports, ensure data hygiene, and deliver accurate site-level insights on key initiatives.
- Knowledge Base Solutions: Act as bridge between partners and project teams on tool/KB improvements (e.g., OPUS, Case Bank, Juren LMS), and track hygiene metrics.
- Change Management: Support rollout of policy, training, process changes, and projects; ensure 100% policy cascade completion; manage ecosystem changes with XFN teams.
Qualifications:
Minimum Qualification(s):
- Solid background in Quality and Policy management with experience managing vendor performance.
- Strong cross-functional collaboration and stakeholder management skills.
- Urdu language proficiency as a working language to communicate with stakeholders who are based in Urdu-speaking markets.
- Strong analytical skills with ability to interpret data and generate insights.
- Excellent communication and problem-solving skills.
Preferred Qualification(s):
- Prior experience working with BPO/vendor management in an operations or governance role.
- Familiarity with market dynamics and cultural nuances in relevant regions.
- Experience supporting onboarding, training, or knowledge management initiatives.

Skills Required