As part of Operations team, TuneCore is currently looking for a Content Quality Lead based in Mumbai.
The Content Quality Lead reports directly to the Content quality Senior Leader, India and all the local content specialists reports to him/her. The person 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
•Bachelors/Master’s degree
•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
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.
