Role - Quality Analyst (Social media)
Location - Dublin
Contract type - Permanent
Work model - Onsite
Working hours - Mon - Fri (evening shift - 6pm - 2am)
Language - French
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. We've built enduring relationships in Financial Services, Technology, and Utilities, working with some of the globe's largest and most forward-thinking companies.
Quality Analyst
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