As part of our TuneCore Operations team, we are currently hiring for a Content Quality Lead.
Location: Mumbai
The Content Quality Lead reports directly to the Content Quality Senior Leader, India and all the local content specialists' reports to them. The incumbent shall have the following tasks:
- Responsible to ensure with the team for the Content validation/Processing of all releases in the timeline including all commercial priority content are processed for the zone within 24h
- Train the new supervisors/Agents on Content Review guidelines and best practices, using the Content Review Tool, audio fingerprinting, and Zendesk emails.
- Assist with escalations from the Content Review team and communicate with customers by email regarding formatting and potential copyright related issues.
- Music management, understanding metadata, and staying current with music trends.
- Maintain accurate documentation of all activity and ensuring it is updated for the reference to be used for on-boarding and for supervisors to train their agents.
- Review “Unsatisfied” ratings on Content Review tickets in Zendesk and handle any high priority email escalations.
- Research and find patterns to prevent unsanctioned activity. Investigate potential occurrences of unsanctioned activity and report to upper management.
- Review TuneCore releases via an audio fingerprinting process to prevent fraud and ensure metadata consistency.
- Ability to prepare multiple weekly meetings related to staffing, agent productivity and quality metrics, trends, etc.
- Share the good practices inside the teams
- Report and analyse the figures on the region they are responsible in order to improve the process
- Provide content backup on specific territories when needed
- Get the help of the PPP/training manager for training needs or iTunes ticket needs.
- Ensure that the training on both region are well spread
- Has the ability to create a team of 20 members staffing from the scratch and make a successful team with efficiency and effectiveness
Good to have:
- Digital friendly Knowledge about music content ingestion
- Good understanding on Music Genres
- Minimum of 8+ years of experience in content quality and validation check
- Should have managed the team of atleast 10 people (preferably team roasters with day and night shifts)
- Extremely competent Communication skills
- Proven experience in Zendesk is a Plus
- Organized, reliable and independent
- Self-Motivated, curious, hardworking and problem solving
- Perfect Team player and ability to manage a team OF 10+ members
- Ability to set priorities for the daily task to entire team
- Should have the thirst and ability to learn new things
- Proven ability in communication
- Time management skills and priority management
Apply: Interested candidates can kindly submit their applications at [email protected]
- Bachelors/Master’s degree
Benefits @Believe:
#Flexibility - Just punch in leaves, not intime and out time
#Office perks - a game of foosball, table tennis to bat the afternoon lackluster, free event pass for exclusive and limited shows, music subscription, etc
#Wellbeing - Caring by EUTELMED, professionals are at your disposal for advice and support, in your own language and culture
#Transperancy – engaged in secondary activity just disclose it to us
#Compensation – Tailor made flexi pay plan for tax saving
#Sustainability - You can be a part of CSR program, represent yourself as a #shaper and contribute to a better future.
Disclosure:
Believe strongly promotes equal treatment regardless of race, ethnicity, nationality, gender, sexual orientation, socio-economic status, age, marital or civil partner status, pregnancy or maternity, physical abilities, religious beliefs, political beliefs, or other ideologies.
