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Quality Analyst - European/Brazilian Portuguese, Dublin
Client: Cpl
Location: Dublin, Ireland
Job Category: Other
EU work permit required: Yes
Job Reference: 63b87fb511e7
Job Views: 155
Posted: 21.01.2025
Expiry Date: 07.03.2025
Job Description:
Role: Quality Analyst
Location: Dublin
Contract type: Permanent
Working hours: Mon - Fri 9am - 5:30pm or 3pm - 11:30pm
Language: Portuguese (Brazilian/European) and English
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.
The Quality Analyst must monitor, evaluate, counsel, 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 market-specific requirements.
* Supports the Market Team Leads to educate and develop 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 various projects aimed at driving Quality and operational delivery.
* Handles Quality systems onsite.
* Performs administrative duties as needed.
* Supports TL to establish Action Plan or Performance Improvement Plan to improve Reps quality performance.
* Provides feedback on Policies to enhance Quality.
* Monitors cases of assigned agents in any QA spoken languages.
* Prepares and distributes reports.
* Attends and participates in professional development activities.
* Delivers just-in-time training to auditors on new or changing Content Policies.
* Manages investigations of escalations of inaccurate decisions.
* Mentors auditors on the use of audit tools and systems.
* Develops process documentation and aggregates feedback about the functionality of audit tools.
* Any other ad hoc activities that may be required to meet business needs.
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.
* In-depth contact with local culture and social news.
* Proficiency in Excel and able to form analysis and create reports.
* A general understanding of the AI space.
* Flexibility to work across shifts to effectively respond to 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.
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
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