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Quality Analyst (Social Media) - Italian, Dublin
Client: Cpl
Location: Dublin, Ireland
Job Category: Other
EU work permit required: Yes
Job Reference: 618ace609a38
Job Views: 69
Posted: 22.01.2025
Job Description:
Role: Quality Analyst (Social Media) - Italian
Location: Dublin
Contract type: Permanent
Working hours: Mon - Fri (evening shift - 6pm - 2am)
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. 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 performance, providing coaching assistance as needed to meet goals and expectations.
The Quality Analyst will work closely with management (TL / RM) to support and drive Quality results of the team/market.
The Quality Analyst will promote the Covalen Essence Pillars: Performance Gurus, Client Co-Creators, and Excellence Designers.
Duties and Responsibilities:
1. Monitor and enhance employee performance through coaching on quality and market-specific requirements.
2. Support Market Team Leads to educate and develop all Reps.
3. Provide backup to the training department as needed.
4. Attend and participate in meetings to review results.
5. Perform data analysis to establish trends as requested.
6. Assist Training and Quality Leads in preparing projects aimed to drive Quality and operational delivery.
7. Handle Quality systems onsite.
8. Perform administrative duties as needed.
9. Support TL in establishing Action Plans or Performance Improvement Plans.
10. Provide feedback on Policies to enhance Quality.
11. Monitor cases of assigned agents in any QA spoken languages.
12. Provide ongoing feedback to Reps.
13. Prepare and distribute reports.
14. Attend and participate in professional development activities.
15. Deliver just-in-time training to auditors on new or changing Content Policies.
16. Manage investigations of escalations of inaccurate decisions.
17. Mentor auditors on the use of audit tools and systems.
18. Develop process documentation and aggregate feedback about the functionality of audit tools.
19. Perform any other ad hoc activities required to meet business needs.
Requirements:
1. Content moderation, Trust & Safety, and/or Content Quality Assurance experience in the Social Media industry.
2. Proficiency in English (C1 or above).
3. Proficiency in Italian (C1 or above).
4. In-depth contact with local culture and social news.
5. Proficiency in Excel and able to create reports with qualitative and quantitative perspectives.
6. General understanding of the AI space.
7. Flexibility to work across shifts to meet daily business needs.
8. Ability to adapt to changes as per business needs.
9. Ability to work under pressure and multi-task.
10. 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 24-hour Employee Assistance Programme
* Free access to Wellbeing Programme
* Tax Saver Scheme - Travel
* Bike to Work Scheme
* PRSA Scheme
* Parking Onsite*
What would you bring? Ready to be a part of our dynamic team? Explore exciting opportunities with Covalen – where your skills, ideas, and achievements are celebrated!
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.
Apply Now or mail your applications to:
#Covalen #Quality #QualityAssurance #QualityAnalyst #ItalianQA #Italian #TrustandSafety
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