Senior Coordinator — Policy and Safety Governance

亮点 / Highlights: AI/ML exposure — labeling, taxonomy/policy design, model feedback, agent auditing

QA scoring models, uplift analysis, or audit methodology experience

Background in insurance, regulatory compliance, or law enforcement coordination

岗位职责 / Duties: Build and run training programs for operations/BPO teams — SOPs, safety policies, calibration sessions, and knowledge tests

Write, translate, and version policy documents and taxonomies (incident classification, severity matrices, inclusion/exclusion rules)

Run day-to-day incident handling: ticket queues, SLAs, escalation paths, root cause analysis

Design and improve incident management systems and escalation frameworks

Design QA scoring, calibration, and error categorization; track KPIs (pass rate, AHT, overturn rates)

Lead improvement projects with measurable uplift; use data to drive decisions

Set quality standards for AI/SIR agent outputs; run structured audits and feed results back into model improvement

Connect Policy & Safety with Risk, Operations, Anti-Fraud, Investigations, Insurance/Litigation, and Law Enforcement

Produce cross-team SOPs and adapt internal policy for external partners and BPO vendors

任职要求 / Requirements: 4+ years in safety operations, risk, compliance, or BPO management

Experience building training programs, calibration sessions, and SOPs at scale

Strong data analysis — able to read dashboards, spot trends, and propose actions

Experience designing incident or safety policies, severity frameworks, or classification systems

Proven cross-functional project management (Risk, Ops, Anti-Fraud, Investigations, Law Enforcement)

Continuous improvement mindset (Lean, Six Sigma, or similar)

Fluent English (written and spoken)