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Quality Analyst – Portuguese Speaker, Dublin
Client:
Cpl
Location:
Dublin, Ireland
Job Category:
Other
EU work permit required:
Yes
Job Reference:
1c5f3b3f178a
Job Views:
152
Posted:
21.01.2025
Expiry Date:
07.03.2025
Job Description:
The Quality Analyst will provide support enabling Operations delivery against the agreed standards and business requirements. The QA will also drive the required knowledge, skills, and attitude of Reps to achieve agreed Quality SLA’s. QA must monitor, evaluate, counsel and document employee’s quality performance and provide coaching assistance to meet goals and expectations.
Duties and Responsibilities:
1. Monitors and enhances employee performance through coaching on quality and the market specific requirements.
2. Supports the Market Team Leads to educate and develop all Reps.
3. Prepares and distributes reports.
4. Performs data analysis to establish trends as requested.
5. Assists Training and Quality Leads in preparing various projects aimed to drive Quality and operational delivery.
6. Performs administrative duties as needed.
7. Supports TL to establish Action Plan or Performance Improvement Plan to improve Reps quality performance.
8. Monitors cases of assigned agents in any QA spoken languages.
9. Delivers training to auditors on changing Content Policies as well as “refresher” training.
10. Actively reviews decision accuracy audits to ensure consistency and alignment with our community standards and internal policies.
11. Mentors auditors on the use of audit tools and systems.
12. Develops process documentation and aggregates feedback about the functionality of audit tools.
13. Demonstrates the ability to understand the principles of Quality in the business.
14. Demonstrates the ability to understand the impact of Quality on delivery.
15. Exhibits strong verbal and written communication skills.
16. Drives individual results through coaching.
17. Works with a variety of people from various levels within the organization.
18. Shares ideas, handles conflicting points of view, and builds on other points of view.
19. Runs reports, is responsible for them, understands and conducts analysis on them.
20. Clearly identifies improvements to be achieved.
21. Solves problems and offers solutions.
22. Works independently to drive improvements within the team and in the organization by improving the Quality tools and processes.
Candidate Experience:
1. Fluent in Portuguese and English, with a full cultural and linguistic understanding of the market.
2. Demonstrates a track record providing 1:1 support to people with accuracy and empathy.
3. Proven experience assisting with the implementation of complex operational procedures.
4. Track record of developing and maintaining expertise on corporate policies and/or community standards.
5. Capable of analyzing data and recognizing trends and themes, and able to relate to the real environment.
6. Proven track record in providing developmental feedback, mentoring, and one-to-one coaching.
7. Able to work and collaborate across multiple projects and execute decisions with good judgment.
8. Demonstrated ability to perform well in a rapidly changing environment and across multiple teams.
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