Operations Lead (Quality)

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Requirements:

• At least 3 years in QC, operations, or management roles, with a proven track record of building and optimizing complex operational processes.
• Experience in leading and developing teams with a focus on fostering a culture of ownership and continuous improvement.
• Hands-on experience with process automation and setting up complex workflows.
• Proficiency in working with metrics, monitoring systems, and dashboards. Ability to break down complex metrics and make them accessible for the team.
• Proven ability to build and maintain efficient operational processes to support quality control.
• Fluency in English (B2+), with excellent interpersonal and presentation skills.
• Proactive, strategic thinker with a 'can-do' attitude and enthusiasm for driving impactful change.
• Strong ability to troubleshoot issues and implement effective solutions.

Responsibilities:

• Develop and implement strategies to enhance service quality on the platform.
• Define communication standards (Tone of Voice, SLA) and establish moderation criteria.
• Automate moderation processes and QC checks for both service and business aspects.
• Own QC automation from delivery to expert support and prompt implementation in NebulaX.
• Build processes for timely detection of underperformers and develop performance improvement plans.
• Collect user feedback on the product, monitor CSAT, and create responsive flows to metric drops.
• Conduct regular quality checks to maintain high standards.
• Lead and manage the QC and moderation teams, ensuring continuous development and growth.