Associate (Platform)

Basic Functions/ Job Responsibility

1. First Level Support for Platform Issues

• Address platform-related queries and resolve minor tickets efficiently.
• Collaborate with relevant teams to address major issues requiring technical fixes.

2. Support Governance for Platform Issues

• Monitor weekly ticket closures across L1 and L3 teams.
• Identify delays and escalate concerns to the internal support team.

3. Quality Assurance

• Conduct daily platform monitoring to detect performance issues, user flow inefficiencies, UI/UX improvements, and potential bugs proactively.

4. Data Sanity & Reconciliation

• Perform fortnightly/monthly reconciliation of assessment data between various systems.
• Verify data consistency to ensure learners meeting the criteria have appropriate records in place.
• Conduct data reconciliation between multiple stakeholders.

5. Documentation & Compliance

• Create, maintain, and version-control all related documents (DDD, Workflows, BRD/PRD, etc.).
• Secure necessary approvals for document finalization.

6. Course & Content Partner Onboarding

• Conduct regular meetings with technology partner to oversee integration and configuration timelines.
• Facilitate coordination among stakeholders to mitigate delays.
• Guide teams to ensure timely completion of relevant steps.

Knowledge, Skills, Qualifications, Experience

Organizational Values:

Our organization is committed to fostering excellence, collaboration, and innovation. The Platform Support & Quality Assurance Specialist will be expected to embody these values:

• Integrity & Accountability: Uphold transparency in all processes while taking ownership of tasks.
• Customer-Centric Approach: Prioritize user experience and satisfaction while addressing platform concerns.
• Continuous Improvement: Proactively identify inefficiencies and suggest improvements for optimal performance.
• Collaboration & Teamwork: Foster strong cross-functional relationships to drive seamless operations.
• Innovation & Adaptability: Embrace emerging technologies and adapt to evolving business needs.

Required Skills & Qualifications:

• Bachelor's/master’s degree in computer science, IT, or a relevant field.
• Strong understanding of platform operations and support systems.
• Experience with data reconciliation and documentation management.
• Excellent problem-solving and communication skills.
• Ability to coordinate with multiple stakeholders effectively.

Preferred Qualifications:

• Prior experience working in platform governance or quality assurance roles.
• Knowledge of UI/UX best practices and issue detection methodologies.