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Content Quality/Writing/Rater

3 months ago

Austin, United States Tech Mahindra Full time

Job title: Quality Associate

Location: Austin, TX (remote, may require working from office occasionally)

Shift available: Afternoon shifts


1. Scope of position

The primary objective of the Quality Analyst is to perform quality audits on already rated content. Content could be in the form of audio, video, text, photos where raters/peers have passed their individual judgements/decisions, restricted within the options being provided as per the task guidelines to facilitate project objectives. These audits will be in English language. Passion in current affairs, editorial.


2. Key responsibilities

Inspect, monitor, record and report quality data

The candidate should be well versed with Quality parameters and provide TNI

Identify areas requiring training and ensure gaps are completely filled within a given time frame.

Collaborate with supervisors for performance enhancement of least performing personnel.

Identify, estimate and correct deviations and defects in quality system process

Prepare a list of deviations for correction and verify corrections as per established company standards.

Provide feedback and suggestions for process improvement.

Publish dashboards at defined intervals.

Shows flexibility/ownership and works under pressure situation

Open towards learning and ability to accept feedback/ suggestions for improvement

Ensure confidentiality, availability and integrity of the data

Able to guide the team by implementing best practices and always lead-by-example

Perform calibrations session with the team

Adhere to company procedures, policies and guidelines

All KPI related tasks must be followed & adhered to avoid business impact

Evaluate agent's ratings to ensure they align with the established guidelines, approving or rejecting them as necessary

Offer support to agents by explaining ratings and feedback based on the guidelines, ensuring understanding and improvement

Stay up-to-date with world news to ensure the most accurate and relevant audits, incorporating current event and developments into the evaluation process

Drive continuous improvement initiatives

Collaborate with customer and provide insights on needs basis


3. Skills/qualifications required


Language Proficiency: Written and Verbal expertise in English language.

Bachelors degree in English language, or equivalent degree in Journalism or similar background.

Cultural Affinity: Must have a good knowledge like a Native on the cultural and other traditional aspects about the country the language has mainly originated from.

Willingness to take initiatives and ready to learn

Basic knowledge of Google Sheets

Good Knowledge of Lean and 7QC tools with be a plus

Demonstrate excellent verbal and written communication skills

Ability to work with in challenging environment

Strong analytical skills

Ability to run meetings and provide feedback

Ability to notice and accurately assess even the smallest details

Ability to manage time efficiently and meet deadlines

Problem solving: ability to identify issues and propose effective solutions

Journalism or Editorial background (preferred).



Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions with or without reasonable accommodations. Reasonable accommodations also are available in the hiring process for applicants with disabilities. Candidates can request a reasonable accommodation by contacting the company ADA Coordinator at ADA_Accomodations@TechMahindra.com.