• Develop, communicate, and implement plans for tools or policy changes.

• Act as a POC for Identifying and communicating fraud trends in different markets.

• Build out strategies for account moderation.

Work cross-functionally as well as independently on various projects.

• Perform in-depth analysis and research to identify trending issues with our processes and build out action plans to tackle them.

• Recognize exploitations of or gaps in policies and standards, and work toward filling those gaps via product and/or policy revision.

• Create and provide training and policy updates to various internal teams and vendors.

• Use data analysis to inform my decisions and the direction of my team’s efforts.

• Identify opportunities for improvement in tooling features and provide feedback to the managers.

• Coach and mentor Content review Agents, Assign work assignments, and commit the team to the work/responsible for groups that vary from 70 to 110 agents throughout different shifts.

• Work with leadership and managers to identify, develop and implement performance improvement plans when needed.

• Conduct RCA’s to identify and solve quality problems and policy discrepancies.

• Prioritize tasks to execute them in a timely manner to meet deadlines.

• Conduct live audit for agents to assure Quality requirements achieved.

• Interface with multiple functional areas to investigate cases and acquire information.

• Maintain records, prepare filings and prepare reporting information and metrics to be presented to the management, and act as an escalation point for issue resolution.

• Work with team on grey area cases and develop best review practices.

• Pay close attention to agents wellness.