Role: Quality Analyst
Location: Dublin
Contract type: Permanent
Work model: Onsite
Working hours: Mon - Fri 9am - 5:30pm or 3pm - 11:30pm
Language: Portuguese (Brazilian/European) and English
We're a business process outsourcing service provider with over 25 years of experience collaborating with organizations worldwide. Our tailored solutions forge powerful partnerships, helping clients achieve their unique goals in Financial Services, Technology, and Utilities.
Job Description:
The Quality Analyst is responsible for monitoring and evaluating employee quality performance, providing coaching assistance as needed to meet goals and expectations.
This role will work closely with management to support and drive Quality results. 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 market-specific requirements.
* Supports Market Team Leads to educate and develop all representatives.
* Provides backup to the training department as required.
* Attends and participates in meetings to review results.
* Performs data analysis to establish trends as requested.
* Assists Training and Quality Leads in preparing projects aimed at driving Quality and operational delivery.
* Handles Quality systems onsite.
* Performs administrative duties as needed.
* Supports TL in establishing Action Plans or Performance Improvement Plans to improve Reps' quality performance.
* Provides feedback on policies to enhance Quality.
* Monitors cases of assigned agents in QA spoken languages.
* Delivers just-in-time training to auditors on new or changing content policies.
* Actively reviews decision accuracy audits to ensure consistency and alignment with community standards.
* Mentors auditors on audit tools and systems.
* Develops process documentation and aggregates feedback about audit tool functionality.
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).
* Proficiency in Portuguese.
* In-depth contact with local culture and social news.
* Proficiency in Excel and ability to form analysis and create reports.
* Understanding of AI space.
* Flexibility to work across shifts.
* Ability to rapidly adapt to changes.
* Excellent communication and problem-solving skills.
Benefits and Perks:
* Free canteen onsite (Breakfast & Lunch)
* Internal career progression opportunities
* Health insurance (Irish Life)
* Extensive Training & Development
* Free access to Employee Assistance Programme
* Free access to Wellbeing Programme
* Tax Saver Scheme - Travel
* Bike to Work Scheme
* PRSA Scheme
* Parking Onsite*
We value diversity and equality, fostering an inclusive environment that celebrates our team members' backgrounds, skills, and experiences.