Job Description: Quality Analyst - German Speaking
The role of the Quality Analyst is to provide support for Operations delivery against agreed standards and business requirements. The successful candidate will drive the required knowledge, skills, and attitude of Representatives (Reps) to achieve agreed Quality Service Level Agreements (SLAs).
Duties and Responsibilities:
* Monitors and enhances Rep performance through coaching on quality and market-specific requirements.
* Supports Market Team Leads in educating and developing all Reps.
* Provides backup to the training department as needed.
* 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.
Essential Competencies:
* Quality Awareness: Ability to understand the principles of Quality in the business and its impact on delivery.
* Communication Skills: Strong verbal and written communication skills, including ability to handle resistance and drive individual results through coaching.
* Analytic and Problem-Solving Skills: Demonstrates ability to run reports, be responsible for them, understand and conduct analysis on them.
* Time Management: Good organizational/time management skills, including ability to handle multiple tasks, details, and interruptions.
Candidate Experience:
* 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) and proficiency in the specific language as advertised (C1 or above).
* In-depth contact with local culture and social news.
* Proficiency in Excel and ability to form analysis and create reports with both qualitative and quantitative perspectives.
Benefits and Perks:
* Health Insurance
* 25 days Annual Leaves
* Free meals/snacks onsite
* Extensive Training & Development
* Access to Covalen's Wellness Programs
* Tax Saver Travel Card
* Bike to work scheme