Quality Analyst
Job Description:
The Quality Analyst will provide support enabling Operations delivery against the agreed standards and business requirements. The Quality Analyst will also drive the required knowledge, skills and attitude of Reps to achieve agreed Quality SLA’s.
The Quality Analyst must monitor, evaluate, council and document employee’s quality performance and provide coaching assistance as needed to meet goals and expectations.
The Quality Analyst will work closely with the management (TL / RM) to support and drive Quality results of the team / market.
The Quality Analyst will be an integral contributor, working within and promoting the Covalen Essence Pillars: Performance Gurus, Client Co-Creators and Excellence Designers.
Duties and Responsibilities:
- Monitors and enhances employee performance through coaching on quality and the market specific requirements.
- Monitors and enhances Rep performance through training on quality.
- Supports the Market Team Leads to educate and develop all Reps.
- Provide backup to the training department as and when required.
- Attends and participates in meetings to review results.
- Perform, provide and complete data analysis to establish trends as requested.
- Assist Training and Quality Leads in preparing various projects aimed to drive Quality and operational delivery.
- Handle Quality systems onsite.
- Performs administrative duties as needed.
- Support TL to establish Action Plan or Performance Improvement Plan to improve Reps quality performance.
- Provide feedback on Policies in order to enhance Quality.
- Monitor cases of assigned agents in any QA spoken languages.
- Provide ongoing feedback to Reps.
- Prepares and distributes reports.
- Attends and participates in professional development activities.
- Delivers just-in-time training to auditors on new or changing Content Policies as well as “refresher” training on existing Content Policy on an as-needed basis
- Actively re-reviews decision accuracy audits to ensure consistency and alignment with our community standards and internal policies
- Manages investigations of escalations of inaccurate decisions, to understand the root cause(s), especially in cases where policies are new, the content is ambiguous, or the decision has an outsized impact if incorrect
- Mentors auditors on the use of audit tools and systems
- Develops process documentation and aggregates feedback about the functionality of audit tools
- Any other ad hoc activities that may be required to meet business needs.
Essential Competencies:
Quality Awareness:
- Ability to understand the principles of Quality in the business.
- Ability to understand impact of Quality on delivery.
Communication skills:
- Strong verbal and written communication skills
- Handle resistance
- Ability to drive individual results through coaching
- Establishes effective working relationships with Rep, Coach and Team Leader
- Ability to work with a variety of people from various levels within the organization
Team work:
- Ability to share ideas
- Ability to handle conflicting point of view
- Ability to build on other point of view
- Analytic and problem-solving skills:
- Demonstrates the ability to run reports, be responsible for them, understand and conduct analysis on them
- Clearly identifies improvements to be achieved.
- Ability to solve problems and offer solutions
Time Management:
- Good organizational/time management skills
- Ability to handle multiple tasks, details, and interruptions
Pro-activeness:
- Ability to work on their own
- Ability to drive improvements within the team
- Ability to drive improvements in the organisation by improving the Quality tools and processes
Candidate Experience:
- Bachelor’s degree.
- Content moderation, Trust & Safety and/or Content Quality Assurance related experience in the Social Media industry.
- Proficiency in English (C1 or above).
- Proficiency in the specific language as advertised (C1 or above).
- In-depth contact with local culture and social news.
- Proficiency in Excel and able to form analysis and create reports with both qualitative and quantitative perspectives.
- A general understanding of AI space.
- Flexibility to work across shifts to effectively respond to and cover daily business needs.
- Ability to rapidly adapt to changes as per business needs.
- Ability to work under pressure and multi-task.
- Excellent communication and problem-solving skills.