Policy Specialist

hace 2 días

Medellín, Antioquia, Colombia TaskUs A tiempo completo
About TaskUs

TaskUs is a leading provider of outsourced digital services and next-generation customer experience to fast-growing technology companies. Our mission is to help clients represent, protect, and grow their brands by leveraging a cloud-based infrastructure and a team of highly skilled professionals.

What We Offer

At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community.

Policy Specialist Role

The Policy Specialist will act as a pillar to client policies and our frontline, liaising directly with clients and leadership to discuss policy changes and ensure they are reasonable and appropriate. This role requires strong communication skills, knowledge of quality/training processes, and policy enforcement in a content moderation environment.

The ideal candidate will have previous experience in a leadership environment, preferably in an international BPO, and be proficient in English and other key languages served by the TaskUs site. They will be responsible for creating, executing monthly Team Leader, Client Analyst, and Learning Experience Policy Assessments, escalating issues and inefficiencies impacting operations productivity or quality, and supporting Team Leader, Rater, Learning Experience in communicating process and policy changes effectively to operations teams.

We are looking for a highly organized, analytical, and empathetic individual who can effectively identify inefficiencies in workflows and suggest solutions. The Policy Specialist will be expected to support the team as a process and policy expert, making sure each Teammate achieves their Key Performance Indicators (KPIs) by providing insights on how policies should be correctly applied to their day-to-day jobs.

Responsibilities
  • Responsible for creating, executing monthly Team Leader, Client Analyst, and Learning Experience Policy Assessments
  • 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
  • Display a strong bias to doing what's right for the platform's integrity to support client's mission
  • Use market-specific knowledge, signals, and insights to spot and scope scalable solutions to improve the support of our community of advertisers
Requirements
  • Proficient level of English; comfortable in conversational English
  • Previous experience in a leadership environment, preferably previous leadership support experience in an international BPO
  • Good knowledge of quality/training processes and policy enforcement in any content moderation environment
  • Previous content moderation experience
  • High level of energy, drive, enthusiasm, initiative, and commitment
  • Excellent communication, consulting, influencing, and interpersonal skills
  • Proven track record of collaborating with cross-functional groups to produce results
  • Passion for ensuring a world-class support experience for our community
  • Demonstrated ability to perform well in a rapidly changing environment and across multiple sites/teams

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