Reporting & Analysis
- Incident Management & Operational Resilience
- Ability to initiate and manage manual search workflows during AI/UI outages or system disruptions.
- Strong situational awareness and responsiveness in high-priority (P0) scenarios.
- Analytical Thinking & Data Expansion
- Skilled in identifying opportunities for collection and query expansion to enhance data coverage and relevance.
- Proficient in analyzing data gaps and recommending improvements.
- Quality Control & Assurance
- Experience in conducting and overseeing QC processes for P0 alerts and reports, ensuring independence and objectivity.
- Ability to enforce and maintain high standards of accuracy and consistency across all report types (SIR, PSI, FLR, etc.).
Team Input & Communication
- Conducting regular 1-2-1 meetings focused on performance and wellbeing
- Managing absence and behavioural issues of direct reports
- Deputising for lead analysts in people management and client liaison
- Providing cross-vertical support and training new starters
- Coordinating team coverage for weekends, bank holidays, and short weeks
- Managing and communicating team rotas
- Requesting additional support during peak periods
Quality Control & Process Improvement
- Identifying and managing issues with hoppers and raising platform-related cases
- Following up on technical tickets and providing updates to relevant stakeholders
- Supporting the implementation of tool and workflow improvements
- Delivering training and refreshers to maintain quality across the team
- Updating tripwires, matrices, and service profiles as needed
- Managing and communicating team rotas
- Investigating and proposing new or improved processes based on best practices
- Ensuring SLAs and client agreements are consistently met
Qualifications & Education
- Experience within an intelligence/ reporting team - data collection, analysis, or intelligence operations is valuable
- Additional languages on top of fluency in English is valuable
- Experience and knowledge of the Trust and Safety risk space
- Experience of leading teams or projects, demonstrating the above skills and competencies
