Authenticity Lead

About The Role

 The Authenticity Manager is responsible for helping grow Bazaarvoice’s Authenticity Presence in India and overseeing the day-to-day work of a team up to 15. The role ensures the team delivers high-value content authentication that consumers can trust, while meeting all operational metrics and time-sensitive client commitments. 

Key Responsibilities & Skills

•  Manage a team of 15-20 authenticity agents who monitor user generated content for fraudulent activity.

• Track and Deliver on standardized performance metrics.

• Recruit, hire, and train new staff for your teams.

• Collaborate with the trainer role to ensure maintenance of training materials and up-to-date staff training.

• Coach new hires and tenured teammates on queue skills and best practices.

• Mentor and coach teammates on daily tasks to help them succeed in meeting and exceeding performance metrics, while maintaining compliance and promoting team engagement.

• Promote team engagement by championing BV’s core values and participating in team building activities.

• Demonstrate self-sufficiency in managing performance in a queue environment.

• Strong aptitude to identify trends and analyze data.

• Excel at actively engaging with team members in multiple locales.

• Command strong verbal and written professional communication skills, with the ability to provide constructive feedback.

• Ability to self-manage multiple tasks and priorities to completion, using positive collaboration, leadership skills, and effective communication.

• Provide support as needed for ad hoc projects/requests. 

Required Qualifications & Experience

• 5+ years of experience working in fraud detection.

• 1–2 years experience in a management role.

• Experience working in Content Management Systems. (Accertify preferred)

• A background in fraud detection and shift management is strongly preferred.

• Proficient in English including modern slang.

• Proficient with Office applications (Word, Excel, and Outlook), online communication tools (Slack and Teams), forums, and web applications.

• Bachelor’s degree or equivalent international credential.

• Proven experience actioning feedback in a positive and professional manner.