Team Manager (Content Specialist)

Typical Background:

7–10+ years in HR Service Delivery / HR PMO / Knowledge Management, leading content or QA teams; strong governance & stakeholder management.

Role Purpose:

Own delivery outcomes (quality, safety, TAT), enforce policy-true standards, and run governance with client POCs (Product & VMO). Lead calibration, reporting, and continuous improvement.

Core Responsibilities:

• Set quality goals (Correctness, Helpfulness, Safety) and run the calibration & sampling plan across Rating & Writing.

• Approve policy-sensitive content; make final calls on escalations with HR SMEs.

• Publish weekly WBR dashboards (Quality, Safety, TAT, productivity) and lead RCAs on misses with clear CAPA.

• Manage capacity & load balancing across pods; maintain trained buffer per contract expectations.

• Govern change control (rubrics, templates, gold sets...