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 requirementsSupports the Market Team Leads to educate and develop all RepsPrepares and distributes reportsPerforms data analysis to establish trends as requestedAssists Training and Quality Leads in preparing various projects aimed to drive Quality and operational deliveryPerforms administrative duties as neededSupports TL to establish Action Plan or Performance Improvement Plan to improve Reps quality performanceMonitors cases of assigned agents in any QA spoken languagesDelivers 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 policiesMentors auditors on the use of audit tools and systemsDevelops process documentation and aggregates feedback about the functionality of audit toolsEssential CompetenciesAbility to understand the principles of Quality in the businessAbility to understand impact of Quality on deliveryStrong verbal and written communication skillsAbility to drive individual results through coachingAbility to work with a variety of people from various levels within the organizationAbility to share ideas, handle conflicting points of view, and build on other points of viewDemonstrates the ability to run reports, be responsible for them, understand and conduct analysis on themClearly identifies improvements to be achievedAbility to solve problems and offer solutionsAbility to work independently to drive improvements within the team and in the organization by improving the Quality tools and processesCandidate ExperienceFluent in Spanish and English, alongside a full cultural and linguistic understanding of the marketDemonstrates a track record providing 1:1 support to people with accuracy and empathyProven experience assisting with the implementation of complex operational proceduresTrack record of developing and maintaining expertise on corporate policies and/or community standardsCapable of analyzing data and recognizing trends and themes, able to use experience to relate to the real environmentProven track record in providing developmental feedback, mentoring, and one-to-one coachingAble to work and collaborate across multiple projects and execute decisions with good judgmentDemonstrated ability to perform well in a rapidly changing environment and across multiple teamsLocation: 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 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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