Appen

  • Project Manager - Cavite

    Job Locations PH-Cavite
    Posted Date 39 minutes ago(39 minutes ago)
    ID
    2018-3416
    Category
    Project Management
  • Overview

    Appen develops high quality speech and language technology solutions namely used in car navigation systems, mobile phones, word processing packages, directory assistance, speaker verification tools and hand-held machine translation devices. Our staff comprises Linguists, IT professionals and Project Managers who collaborate to produce quality work in over 100 different languages for many of the world’s leading companies.

     

    Required Skills, Knowledge and Abilities:

    • BS or BA degree from an accredited university or equivalent work experience preferred
    • Minimum 1-2 year of quality management experience in a metric -driven setting working in a production, operation, or call center environment is desired
    • Advanced Excel skills required
    • Experience 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

    Key Responsibilites:

     

    Quality Management:

    • Execute day-to-day quality process for all assigned programs
    • Develop quality management plans to support a program end-to-end
    • Drive quality improvements
    • Take responsibility for delivering required performance metrics for assigned programs
    • Analyze and evaluate statistical reports to proactively identify and improve individual IC and team results to improve client satisfaction

    Client Relationship Management:

    • Become familiar with all aspects of managing client relationships
    • Actively establish and grow client relationships, as assigned
    • Adapt to changing client needs and expectations

    Virtual Team Management:

    • Build and manage a virtual team of proficient ICs that meets or exceeds quality, throughput and productivity targets
    • Participate in IC selection as needed
    • Ensure ICs have access to required tools, guidelines and other related materials to meet project requirements
    • Prepare and disseminate project materials based on IC and/or client feedback to clarify guidelines
    • Solicit and use input and feedback from client, Appen managers and ICs to help drive efficiencies and improve quality plans
    • Provide regular reporting on project status, as well as more in-depth analysis

    Guideline & Training Support:

    • Develop program guidelines and training material as well as annotate data for new or existing programs
    • Participate in program improvements, initiatives, and committee work as assigned
    • Support the training and mentoring of new and existing Appen staff, as assigned

    Reporting and Communication:

    • Communicate service level expectations and directions to all ICs. May be asked to establish quality requirements
    • Provide up-to-date information that helps Appen staff and ICs anticipate and solve problems.
    • Proactively provide on-the-spot positive and constructive feedback to ICs regarding metrics-driven performance issues
    • Under manager guidance, communicate directly with client, using proper escalation procedures for both production-related questions and technical issues
    • Communicate, with all stakeholders, in a timely, clear and concise manner
    • Participate in regular team meetings with program staff
    • Where necessary, complete additional tasks as assigned.

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