Marketplace Operations Quality Analyst, Singapore - carousell｜Meet.jobs

Keeping the Carousell experience fun, pleasant and safe through high-quality listings. This is what we do at the Marketplace Quality team. Our challenge is to ensure that the millions of listings on Carousell's marketplaces do not infringe Community Guidelines, and our marketplaces remain free of prohibited items. Two things to note. Firstly, we are not in this alone. For example, to ensure high quality of listings, we work very closely with our community; we review and respond their user or product reports. Secondly, we wear many hats to carry out our user compliance and quality assurance functions well. For example, we are responsible to build and manage Carousell's relations with regulatory and enforcement agencies, and brands and their lawyers. Apart from expanding and on-boarding the content moderation team, we also look into optimising processes of of the team based on data and trends. Additionally, this cross-functional role will require you to frequently collaborate with colleagues from teams such as Product, Engineering, Customer Experience, and Trust & Safety. If you wanna experience first-hand the running and operations of online marketplaces, this is the job for you.

We are looking to recruit a team member to lead the conceptualisation, implementation and monitoring of processes to improve the quality of listings on the Carousell platform across our ~6 global marketplaces. You will be working alongside and managing a growing team of Listings Quality Analysts. This is a full-time position based in Singapore.

 

Responsibilities

• [30% of time] Running the recruitment selection and onboarding process of Carousell team members based in overseas markets.This includes interviewing candidates and compiling training manual and self-help guides. (This is essentially talent attraction and internal communications.)
   
• [30% of time] Monitoring the progress of colleagues working to improve the quality of listings, finding ways to keep them encouraged and motivated everyday, communicating on a daily basis with our team members based overseas and attending to their questions about work and life. (Performance management and career development - Real leadership training over here.)
   
• [20% of time] Working with the Customer Service and Community teams to identify priority areas and challenges (e.g. what do we do with listings of prohibited items or replicas?), and to recommend and implement the easiest and most efficient way(s) to solve them. (This trains you in analytical thinking and strategy.)
   
• [10% of time] Addressing support tickets and resolving user issues; work with the team to proactively address them and find relevant solutions. (Here’s the chance to work on real problems.)
   
• [10% of time] Engaging with the Carousell community through various social media channels on a personal level. (Social media management.)
   

Requirements

You are a:

• Motivated self starter; we will provide some guidance, and we expect you to be off and running.
• You're excited by the autonomy and opportunity to create and execute new processes and methods of doing and improving things.
• Champion of the Carousell Community - you will go above and beyond to ensure an awesome use experience with Carousell, and of course, a safe and fun environment.
• Team Player - everyone says this but it's especially true at Carousell.
• An excellent communicator, both written and verbal, and you are not afraid to use your skills.
• Problem-solver, creative thinker, detail-oriented, analytical and organised sort of individual.
• Preferably have 1-2 years' work experience and have led and managed teams (fresh graduates are welcome to apply too, but we would prefer candidates with leadership experience in student organisations, etc. because of the nature of the role).