Senior SME Operation

Mô tả công việc
Policy Expertise & Escalation Management
Act as the primary subject matter expert (SME) for all policy-related inquiries and complex case escalations from moderators and Team Leaders.
Conduct in-depth reviews and resolve high-risk or sensitive moderation cases that require advanced cultural and policy context.
Escalate policy ambiguities and emerging operational risks to relevant stakeholders to ensure continuous process improvement.
Quality & Operational Excellence
Drive quality improvement initiatives by identifying recurring errors, policy gaps, and training needs.
Conduct regular case reviews to mentor moderators, ensuring accuracy, consistency, and alignment with global standards.
Support Team Leaders in achieving operational KPIs, including quality targets, productivity benchmarks, and SLA adherence.
Cross-functional Collaboration
Collaborate closely with QA, Training, and Operations teams to ensure seamless policy alignment and process optimization.
Monitor daily operational trends and provide actionable insights to management to mitigate potential risks or process failures.
Yêu cầu công việc
Education & Qualifications
Bachelor's or Associate's degree from an accredited institution.
Experience & Knowledge
1-2 years of relevant working experience, preferably in BPO or a high-paced operations environment.
Strong understanding of the cultural and linguistic context of Chinese-speaking markets.
Skills & Competencies
Fluent proficiency in Chinese Mandarin (oral and written) is mandatory.
Excellent communication and storytelling skills, capable of bridging technical teams and business stakeholders.
Strong analytical mindset with a passion for creative problem-solving.
Personality & Attitude
Ability to motivate teams and drive collective performance toward organizational goals.
Highly flexible with a willingness to work in a 24/7 rotating shift environment.
Detail-oriented, proactive, and resilient under pressure.
5. Working Conditions