The Quality Analyst will provide support enabling Operations delivery against the agreed standards and business requirements. The QA will also drive the required knowledge, skills, and attitude of Reps to achieve agreed Quality SLA’s. QA must monitor, evaluate, council and document employee’s quality performance and provide coaching assistance to meet goals and expectations.
- Duties and Responsibilities -
Monitors and enhances employee performance through coaching on quality and the market specific requirements
Supports the Market Team Leads to educate and develop all Reps
Prepares and distributes reports
Perform data analysis to establish trends as requested
Assist Training and Quality Leads in preparing various projects aimed to drive Quality and operational delivery
Performs administrative duties as needed
Support TL to establish Action Plan or Performance Improvement Plan to improve Reps quality performance
Monitor cases of assigned agents in any QA spoken languages
Delivers training to auditors on changing Content Policies as well as “refresher” training.
Actively reviews decision accuracy audits to ensure consistency and alignment with our community standards and internal policies
Mentors’ auditors on the use of audit tools and systems
Develop process documentation and aggregates feedback about the functionality of audit tools
- Essential Competencies -
Ability to understand the principles of Quality in the business
Ability to understand impact of Quality on delivery
Strong verbal and written communication skills
Ability to drive individual results through coaching
Ability to work with a variety of people from various levels within the organization
Ability to share ideas, handle conflicting point of views, and ability to build on other points of view
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
Ability to work on their own, to drive improvements within the team and in the organisation by improving the Quality tools and processes
- Candidate Experience -
Fluent in Luganda and English, alongside a full cultural and linguistic understanding of the market
You must be able to demonstrate a track record providing 1:1 support to people with accuracy and empathy
Proven experience with assisting with the implementation of complex operational procedures
Track record of developing and maintaining expertise on corporate policies and/or community standards
Be capable of analysing data and recognizing trends and themes, and able to use experience to relate to the real environment
Have a proven track record in providing developmental feedback, mentoring and one to one coaching
Able to work and collaborate across multiple projects and execute decisions with good judgment
Demonstrated ability to perform well in a rapidly changing environment and across multiple teams
Location: Nova Atria, Blackthorn Road, Sandyford Business Park, Dublin 18
Hours: 37.5 hours per week Monday to Sunday (including Bank Holidays). Some weekend work is also required.
Contract Type: Permanent
Benefits: Health Care & Extensive Training & Development. Free access to Covalen Group Scheme website, 24-hour Employee Assistance Programme (EAP), Wellness Programme, Tax Saver Scheme, Bike to Work Scheme.
