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Policy Specialist

hace 4 meses

Medellín, Colombia TaskUs A tiempo completo

So what does a Policy Specialist really do? As a Specialist, you will act as a pillar to client policies and our frontline. You will liaise directly with the clients and your direct leader to discuss policy changes and ensure that changes are reasonable and appropriate and cascaded to our frontline. As one of the leaders, you will also make sure to appropriately partner with your leadership prior to implementing, reviewing, and monitoring - to guarantee full compliance according to the terms and agreements of our SOW with Client(s).

We need someone who is proficient in English and other key languages served by the TaskUs site. If you have excellent communication skills, are comfortable working in a BPO environment (preferably in an international environment), knowledgeable on quality/training and policy enforcement in a content moderation environment, then TaskUs is for you.

So, do you have what it takes to be a Policy Specialist?Think of yourself as one of the leaders of your department and not just anyone who is qualified for this role. We make sure we get the best of the best, after all, we are a ridiculously good company so we make sure our employees are top-notch.

Being a Policy Specialist, you are expected to support the team as a process and policy expert. This includes making sure that each of your Teammates achieve their Key Performance Indicators (KPIs) by providing insights on how policies should be correctly applied to their day-to-day jobs. As a Policy Specialist, you also set the example you must be organized, have strong communication, and analytical skills.

A critical part of the role is the ability to use market and policy knowledge to be able to spot gaps and trends, and make recommendations to resolve. You must be knowledgeable of the campaign’s policies and workflow-specific objectives, and identify trends that may impact how we apply these policies and objectives. You must also be able to effectively identify inefficiencies in workflows and suggest solutions.

Responsibilities to include but not be limited to the following:

  • ● Responsible for creating, executing monthly Team Leader, Client Analyst, and Learning

  • ● Experience Policy Assessments for your responsible verticals to help bridge gaps and

    identify possible Policy Gaps

  • ● Escalate issues and inefficiencies impacting operations productivity or quality and

    identify process/system/tool/policy improvement opportunities

  • ● Support ‘Team Leader, Rater, Learning Experience’ in communicating process and policy

    changes effectively to operations teams.

  • ● Become and remain knowledgeable about community standards and respond to

    Teammate inquiries and clarification questions with high quality, speed, empathy, and

    accuracy.

  • ● Make well-balanced decisions and personally driven to be an effective advocate for our

    community.

  • ● Strong interpersonal skills, verbal and written communication skills, and most importantly

    empathy.