• General Responsibilities: 


• CrowdTeam Management: 
• Build and manage a crowd team of proficient contributors to ensure they meet or exceeds quality, throughput, and productivity targets. 
• Prepare and disseminate project materials based on contributor and/or client feedback to clarify guidelines. 
• Communication: 
• Communicate service level expectations and directions to all contributors.  Proactively provide guidance and feedback to contributors regarding metrics-driven performance issues.
•  Participate in regular team meetings and communicate with all stakeholders in a timely, clear and concise manner. 
• Client Relationship Management: 
• Under manager guidance, communicate directly with client, using proper escalation procedures for both production-related questions and technical issues. 
• Share trends and insights to help provide the client with the highest quality and quantity of data. 
• Become familiar with all aspects of managing client relationships. Actively establish and grow client relationships, as assigned.
•  Adapt to changing client needs and expectations.  
• Guideline & Training Support: 
• Develop program processes, guidelines and training material as well as annotate data for new or existing programs. 
• Support the training and mentoring of new and existing Appen staff, as assigned.  
• Project Management: 
• Solicit and use input and feedback from client, Appen managers and contributors to help drive project/program efficiencies.  
• Participate in program improvements, initiatives, and committee work as assigned. 
• Analyzing projects, identifyingrisks and forming risk mitigation strategies. 
• Complete all assigned tasks with accuracy using effective time management by setting priorities and consistently meeting deadlines. Where necessary, complete additional tasks as assigned.
   
• Functional Responsibilities:  


• Qualification Management:
•  Participate in contributor assessments as needed. 
• Ensure new contributors have access to required tools, guidelines and other related materials to meet project requirements. 
• Creation of qualification and supplemental content, including self-study modules, clarification documents, practice sets, guideline walkthroughs, FAQs, guided examples, quizzes and knowledge checks. 
• Communicate with diverse audiences to provide information and clarification regarding qualification programs, actions, policies, procedures and best practices. 
• Supports stakeholders through performance consulting to qualify development and qualification requests. 
• Analyze qualification needs and develop strategies to improve courses and documentation. 
• Conducts analysis to identify needs and recommends appropriate solutions that distinguish between qualification, communication, and coaching and development opportunities. 
• Productivity Management: 
• Responsible for ensuring the Productivity, Rate Per Hour, and Production hour goals will be met on a daily, weekly, and monthly basis to improve project profitability. 
• Ensure data accuracy and timeliness in updating the productivity tracker. Report project deficiencies and organize resources to determine action plans to resolve issues.
• Report and escalate for support to the Program/Project Manager when there are forecasted delays in the delivery.
•  Anticipate project/stakeholder needs, and develop and discuss potential solutions, even before the stakeholder realizes they are required. 
• Quality Management:
•  Execute day-to-day quality processes for the assigned projects/program. 
• Analyze and evaluate quality trends and insights to proactively identify any quality issues and root causes. 
• Develop and execute quality management plans.
•  Drive quality improvements to help improve partner satisfaction. 
• Take responsibility for delivering excellent Quality Metrics to meet the partner goals. 
• Reporting Management Ensure data accuracy and timeliness of reports. 
• Drive reporting efficiencies through process improvement and automation. 
• Provide seamless payment experience to ICs through timely and accurate processing of invoices.
•  Maintain trackers and dashboards by consistently checking and cleaning data. 
• Gather and analyze data to aid project teams in planning and making informed decisions.  

Required Knowledge, Skills, and Abilities

• Advanced to expert Excel skills required 
• Experience in managing and prioritizing large volumes of email correspondence 
• Experience with a Windows operating system and Office suite of products    
• Proficient in English. Excellent oral and written communication skills  
• Bi-lingual in a second language is a bonus 
• Experienced in delivering exceptional customer service 
• Excellent analytical skills including ability to proactively identify problems, gather information and set course of action 
• Open to work at Lancaster New City, Imus, Cavite  
• Candidates must be amenable to work on a night shift schedule 

Qualifications and Experience

• BS or BA degree from an accredited university or equivalent work experience preferred List out years of experience required 
• Minimum 2-3years’ work experience in a metric -driven setting working in a production, operation, or call center environment is desired 
• Project Management, Data Analytics/Management and/or Process Improvement is an advantage.