Content Quality Manager
3 weeks ago
Job Summary
We are seeking a highly skilled Content Quality Manager to join our team at Believe. The successful candidate will be responsible for ensuring the accuracy and quality of our music metadata, working closely with our content specialists and other teams to achieve this goal.
Key Responsibilities
- Validate and process music releases in a timely manner, ensuring that all commercial priority content is processed within 24 hours.
- Train new supervisors and agents on content review guidelines and best practices, using our content review tool, audio fingerprinting, and Zendesk emails.
- Assist with escalations from the content review team and communicate with customers via email regarding formatting and potential copyright issues.
- Maintain accurate documentation of all activity and ensure it is updated for reference.
- Review unsatisfied ratings on content review tickets in Zendesk and handle high-priority email escalations.
- Research and identify patterns to prevent unsanctioned activity, investigating potential occurrences and reporting to upper management.
- Review TuneCore releases via an audio fingerprinting process to prevent fraud and ensure metadata consistency.
- Prepare weekly meetings related to staffing, agent productivity, and quality metrics.
- Share good practices within the team.
- Report and analyze figures to improve the process.
- Provide content backup on specific territories when needed.
Requirements
- Bachelor's or Master's degree.
- Digital-friendly knowledge of music content ingestion.
- Good understanding of music genres.
- Minimum 8+ years of experience in content quality and validation checks.
- Managed a team of at least 10 people (preferably with day and night shifts).
- Excellent communication skills.
- Proven experience with 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 the entire team.
- Thirst and ability to learn new things.
- Proven ability in communication.
- Time management skills and priority management.
Additional Information
Believe offers a range of benefits, including flexibility, office perks, wellbeing, transparency, compensation, and sustainability. We are committed to creating a positive and inclusive work environment.
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