Job Description:
We are seeking a highly skilled Quality Analyst to join our team in Dublin. As a Quality Analyst, you will be responsible for monitoring and evaluating employee performance, providing coaching assistance as needed, and supporting the management team to drive quality results.
The ideal candidate will have content moderation, Trust & Safety, and/or Content Quality Assurance related experience in the Social Media industry. They must also have proficiency in English (C1 or above) and Portuguese (Brazil) (C1 or above).
You will work closely with the management team to support and drive Quality results, and will be an integral contributor to the Covalen Essence Pillars: Performance Gurus, Client Co-Creators, and Excellence Designers.
Duties and Responsibilities:
* Monitor and enhance employee performance through coaching on quality and market-specific requirements
* Monitor and enhance Rep performance through training on quality
* Support the Market Team Leads to educate and develop all Reps
* Provide backup to the training department as and when required
* Attend and participate 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
* Perform 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
* Prepare and distribute reports
* Attend and participate in professional development activities
* Deliver 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 our community standards and internal policies
* Manage investigations of escalations of inaccurate decisions, to understand the root cause(s), especially in cases where policies are new, the content is ambiguous, or the decision has an outsized impact if incorrect
* Mentor auditors on the use of audit tools and systems
* Develop process documentation and aggregates feedback about the functionality of audit tools
Requirements:
* 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 (Brazil) (C1 or above)
* 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 opportunities
* Health insurance (Irish Life)
* Extensive Training & Development
* Free access to 24hr Employee Assistance Programme
* Free access to Wellbeing Programme
* Tax Saver Scheme - Travel
* Bike to Work Scheme
* PRSA Scheme
* Parking Onsite*