Job description

Duration:12 Months (Possibility of extension) Hybrid role Job Description: We are seeking a detail-oriented and proactive Quality Program Manager to ensure operational continuity and maintain the stability of our quality workflows. You will be responsible for managing vendor performance and driving cross-functional alignment between Policy, Engineering, and Operations. This role is vital for sustaining quality benchmarks during high-visibility policy launches and tool migrations. Minimum role qualifications requirement: • 7 years of experience in a customer or client-facing role supporting Trust & Safety, content moderation quality assurance, or BPO operations. • 5 years of experience managing operations. Top Responsibilities: • Monitor and report on core quality KPIs, lead regular quality syncs, and perform root-cause analyses on performance escalations to identify operational bottlenecks. • Collaborate with Business Analysts and Engineering to triage and resolve data pipeline issues, queue configuration errors, and technical bugs within internal workflow systems. • Serve as the primary quality point of contact for vendor partners, lead calibration sessions to ensure policy-to-process alignment, and manage escalations across assigned verticals. • Support ongoing infrastructure initiatives, including the transition of sampling methodologies and the execution of early-stage quality launch protocols. • Maintain standard operating procedures (SOPs), contribute to team roadmaps, and manage operational trackers to support team efficiency and workflow standards. Additional skills required include: • Proficiency in SQL or data visualization tools to interpret metrics and manage dashboards, with the ability to troubleshoot data discrepancies independently. • Demonstrated ability to manage complex relationships with diverse stakeholders • Strong organizational skills with a focus on managing bug backlogs, process documentation, and project timelines. • Ability to navigate fast-paced, high-risk environments, successfully pivoting between business-as-usual operations and emergency response modes. About US Tech Solutions: US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com . US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. AI Statement: By applying, you acknowledge that AI-assisted tools may be used during hiring. #LI-AS140

Requirements

Must-haves

Duration:12 Months (Possibility of extension)
7 years of experience in a customer or client-facing role supporting Trust & Safety, content moderation quality assurance, or BPO operations.
5 years of experience managing operations.
Monitor and report on core quality KPIs, lead regular quality syncs, and perform root-cause analyses on performance escalations to identify operational bottlenecks.
Collaborate with Business Analysts and Engineering to triage and resolve data pipeline issues, queue configuration errors, and technical bugs within internal workflow systems.
Serve as the primary quality point of contact for vendor partners, lead calibration sessions to ensure policy-to-process alignment, and manage escalations across assigned verticals.
Support ongoing infrastructure initiatives, including the transition of sampling methodologies and the execution of early-stage quality launch protocols.
Maintain standard operating procedures (SOPs), contribute to team roadmaps, and manage operational trackers to support team efficiency and workflow standards.
Proficiency in SQL or data visualization tools to interpret metrics and manage dashboards, with the ability to troubleshoot data discrepancies independently.
Demonstrated ability to manage complex relationships with diverse stakeholders
Strong organizational skills with a focus on managing bug backlogs, process documentation, and project timelines.
Ability to navigate fast-paced, high-risk environments, successfully pivoting between business-as-usual operations and emergency response modes.

Nice-to-haves

None flagged.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

sqlai

Platform: jobdiva
Effort: medium