Quality Analyst Role
At Covalen, we're industry pioneers collaborating with organizations worldwide. Our tailored BPO solutions forge powerful partnerships, helping clients achieve their unique goals.
About the Job
The Quality Analyst will provide support enabling Operations delivery against agreed standards and business requirements. They will also drive required knowledge, skills, and attitude of Reps to achieve agreed Quality SLAs.
Main Responsibilities:
* Monitor and enhance employee performance through coaching on quality and market-specific requirements.
* Support Market Team Leads to educate and develop all Reps.
* Attend and participate in meetings to review results.
* Perform data analysis to establish trends as requested.
* Assist Training and Quality Leads in preparing various projects aimed to drive Quality and operational delivery.
Key Skills and Competencies
* Quality Awareness: ability to understand principles of Quality in the business and impact of Quality on delivery.
* Communication skills: strong verbal and written communication skills, handle resistance, and ability to 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, and clearly identifies improvements to be achieved.
* Time Management: good organizational/time management skills, ability to handle multiple tasks, details, and interruptions.
* Pro-activeness: ability to work on their own, drive improvements within the team, and drive improvements in the organization by improving Quality tools and processes.
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).
* Flexibility to work across shifts to effectively respond to and cover daily business needs.
* Ability to rapidly adapt to changes as per business needs.
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.