Job Description:
The Quality Analyst will provide support enabling Operations delivery against the agreed standards and business requirements. They will drive the required knowledge, skills, and attitude of Representatives to achieve agreed Quality Service Level Agreements (SLA's).
They must monitor, evaluate, counsel, and document employee quality performance and provide coaching assistance as needed to meet goals and expectations.
The Quality Analyst will work closely with Management (Team Lead/Regional Manager) to support and drive Quality results for the team/market.
Duties and Responsibilities:
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* Monitors and enhances Representative performance through coaching on quality and market-specific requirements.
* Monitors and enhances Representative performance through training on quality.
* Supports Market Team Leads in educating and developing all Representatives.
* 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.
* Handles Quality systems onsite.
* Performs administrative duties as needed.
* Supports Team Leads in establishing Action Plans or Performance Improvement Plans to improve Representative quality performance.
* Provides feedback on policies to enhance Quality.
* Monitors cases of assigned agents in any QA spoken languages.
* Provides ongoing feedback to Representatives.
* Prepares and distributes reports.
* Attends and participates in professional development activities.
* Delivers just-in-time training to auditors on new or changing Content Policies as well as "refresher" training on existing Content Policy as needed.
* Actively re-reviews decision accuracy audits to ensure consistency and alignment with community standards and internal policies.
* Manages investigations of escalations of inaccurate decisions, to understand the root cause(s), especially in cases where policies are new, content is ambiguous, or the decision has an outsized impact if incorrect.
* 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 required to meet business needs.
Essential Competencies:
Quality Awareness:
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* Ability to understand principles of Quality in the business.
* Ability to understand impact of Quality on delivery.
Communication Skills:
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* Strong verbal and written communication skills.
* Handle resistance.
* Ability to drive individual results through coaching.
* Establishes effective working relationships with Representatives, Coaches, and Team Leaders.
* Ability to work with a variety of people from various levels within the organization.
Team Work:
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* Ability to share ideas.
* Ability to handle conflicting viewpoints.
* Ability to build on others' points of view.
Analytic and Problem-Solving Skills:
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* Demonstrates ability to run reports, be responsible for them, understand, and conduct analysis on them.
* Clearly identifies improvements to be achieved.
* Ability to solve problems and offer solutions.
Time Management:
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* Good organizational/time management skills.
* Ability to handle multiple tasks, details, and interruptions.
Pro-Activeness:
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* Ability to work independently.
* Ability to drive improvements within the team.
* Ability to drive improvements in the organization by improving Quality tools and processes.
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).
- Proficiency in the specific language advertised (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.