Job Description
The Role:
This role is with our client a leading Multinational Tech company which specializes in internet -related services and products. The Consultation Specialists are deeply knowledgeable on Play guidelines and function as the front face for internal and external escalation, providing timely and accurate response to urgent requests, structured approach to problem solving and high-quality execution.
The Responsibilities:
* Handling internal and external escalations related to our products to identify root causes, coordinating communications with other teams and ultimately providing a resolution
* Perform quality assurance sampling to ensure scaled operations quality and collect information on existing policy or process knowledge gaps
* Clarifying Play policies and guidelines related to concrete enforcements/cases for different teams within the organization and key stakeholders
* Support the Consultation and Defect Improvement team to identify persisting issues and collect and analyse data for in-production defect reduction
* Provide support on documentation (from documenting issues, drafting post-mortems and root-cause analysis reports to process mapping and knowledge management content)
The Requirements:
* Previous Experience +1 year experience working on a support or operational function ; Experience in content moderation, DevOps, policy enforcement, or policy creation
* Ability to problem solve in a structured way and work independently Team fit
* Strong communication (both spoken and written) and interpersonal skills
* Work cross functionally with many different teams from technical to non-technical extremes
* Experience working requiring policy/ legal knowledge or quality assurance role or another function requiring high attention to detail is desired