Quality Program Manager

2 weeks ago

Manila, National Capital Region, Philippines Cognizant Full time
Overview

Job Title: Safety Quality Program Manager

Location: Manila

Who We Are: To serve our community of users and customers by working tirelessly to preserve free expression and choice, create limitless interactivity, and create a marketplace that enables the economic success of all its participants. The Safety Quality Program Lead will oversee the overall Quality program for content moderation, Ad support and other related workflows under Safety (formerly Trust & Safety) vertical.

Responsibilities
  • Develop and maintain a Quality program to ensure a consistent user experience.
  • Leverage AI-driven tools for quality monitoring, agent performance analysis, and predictive error detection.
  • Oversee Safety Quality Program across captive and vendor operations.
  • Manage a team of Quality Analysts (FTE and contractors).
  • Collaborate with Ops Managers, Site Leads, and Vendor Operations to drive quality improvements.
  • Define audit sampling methodologies and build quality processes for workflows.
  • Design and implement scalable, standardized processes for Captive and Global Vendor Operations.
  • Lead process excellence framework to ensure user delight and operational excellence.
  • Reduce complexity through process automation, consolidation, and strategic mapping.
  • Review and minimize escalations due to agent errors across sites.
  • Recommend enhancements to tools, procedures, policies, and training programs.
  • Drive continuous improvement through root cause analysis.
What You'll Do
  • Develop and maintain a Quality Program, enabled by AI-driven tools and analytics to enhance efficiency, ensure data-driven decision-making, and align with industry best practices.
  • Design and implement quality assessment and feedback mechanisms for content moderation and support operations.
  • Create and manage quality audits, checklists, and summary reports with metrics on compliance and noncompliance.
  • Maintain QA documentation, including action item logs.
  • Drive agent audits and reviews, monitor compliance to standard processes.
  • Identify and implement process improvement opportunities, integrating AI-driven analytics for enhanced efficiency.
  • Conduct agent audits, monitor process compliance, and track performance of bottom quartile agents in Safety workflows.
  • Report on quality program activities and analyze data to improve operational effectiveness.
  • Conduct root cause analysis studies on agent performance, workflow trends and presentation of recommended courses of action for calibration and improvement.
Qualifications
  • Bachelor's degree in Education, or related field (or equivalent practical experience)
  • 4–5 years of quality management experience in both captive and vendor operations
  • Proven experience leading Quality Analyst teams (FTE + contractors)
  • Expertise in designing and scaling agent quality programs, including calibration processes
  • Strong data analytics skills, including sampling methodology, coaching frameworks, and performance insights
  • Excellent project and program management capabilities with a track record of cross-functional collaboration
  • Skilled in executive-level communication and influencing stakeholders across all levels
  • Experience leveraging AI tools and technologies to enhance quality management and operational efficiency
Preferred qualifications
  • Demonstrated ability to collect, analyze, and visualize complex data to inform strategic decisions
  • Proficiency with BI and dashboard tools (e.g., SQL, Dremel, Looker/Data Studio, Tableau) to craft data-driven narratives

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