Role - Quality Analyst (Social media)
Location - Dublin
Contract type - Permanent
Work model - Onsite (Sandyford)
Working hours - Mon - Fri 9:00 - 17:30pm (Day Shift) / 18:00 - 02:00 (Evening Shift)
Language - German
At Covalen, we're not just a business process outsourcing (BPO) service provider – we're industry pioneers collaborating with organizations worldwide for over 25 years. From established sectors to cutting-edge industries, our tailored BPO solutions forge powerful partnerships, helping clients achieve their unique goals.
Quality Analyst The Quality Analyst must monitor, evaluate, counsel 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.
Duties and Responsibilities Monitors and enhances employee performance through coaching on quality and 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 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 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-review decision accuracy audits to ensure consistency and alignment with community standards and internal policies.Manages investigations of escalations of inaccurate decisions to understand root cause(s).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.Requirements: 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) and fluency in German.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.Benefits and perks: Free canteen onsite (Breakfast & Lunch)Internal career progression opportunitiesHealth insurance (Irish Life)Extensive Training & DevelopmentFree access to 24hr Employee Assistance Programme.Free access to Wellbeing ProgrammeTax Saver Scheme - TravelBike to Work SchemePRSA Scheme.Parking Onsite*Equal opportunity employers: At Covalen, we champion diversity and equality, anchoring our workplace cultures and creative minds. We recognize the collective strength found in the diverse backgrounds, skills, and experiences of our team members. Our commitment to fostering an inclusive environment transcends gender, marital status, family status, age, disability, sexual orientation, race, religion, and membership in the Travelling community.
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