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, counsel and document employee's quality performance and provide coaching assistance to meet goals and expectations.
Duties and ResponsibilitiesMonitors 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.Performs data analysis to establish trends as requested.Assists Training and Quality Leads in preparing various projects aimed to drive Quality and operational delivery.Performs administrative duties as needed.Supports TL to establish Action Plan or Performance Improvement Plan to improve Reps quality performance.Monitors 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.Develops process documentation and aggregates feedback about the functionality of audit tools.Essential CompetenciesAbility to understand the principles of Quality in the business.Ability to understand the 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 points of view, and 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 independently and drive improvements within the team and organization by improving the Quality tools and processes.Candidate ExperienceFluent in Portuguese and English, alongside a full cultural and linguistic understanding of the market.Demonstrated track record providing 1:1 support to people with accuracy and empathy.Proven experience assisting with the implementation of complex operational procedures.Track record of developing and maintaining expertise on corporate policies and/or community standards.Capable of analyzing data and recognizing trends and themes, using experience to relate to the real environment.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: Free canteen onsite in client site during shift hours, 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.
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