Role - Quality Analyst (Social media)
Location - Dublin
Contract type - Permanent
Work model - Onsite
Working hours - Mon - Fri (evening shift - 6pm - 2am)
Language - German
At Covalen, we are industry pioneers collaborating with organizations worldwide for over 25 years. From established sectors to cutting-edge industries, our tailored Business Process Outsourcing (BPO) solutions forge powerful partnerships, helping clients achieve their unique goals. We've built enduring relationships in Financial Services, Technology, and Utilities, working with some of the world's largest and most forward-thinking companies.
Quality Analyst
The Quality Analyst 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 (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
1. Monitors and enhances employee performance through coaching on quality and market-specific requirements.
2. Monitors and enhances Rep performance through training on quality.
3. SUPPORTS THE MARKET TEAM LEADS TO EDUCATE AND DEVELOP ALL REPS.
4. Provides backup to the training department as and when required.
5. Attends and participates in meetings to review results.
6. Performs, provides, and completes data analysis to establish trends as requested.
7. Assists Training and Quality Leads in preparing various projects aimed to drive Quality and operational delivery.
8. Handles Quality systems onsite.
9. PERFORMS ADMINISTRATIVE DUTIES AS NEEDED.
10. Supports TL to establish Action Plan or Performance Improvement Plan to improve Reps quality performance.
11. Provides feedback on policies in order to enhance Quality.
12. Monitors cases of assigned agents in any QA spoken languages.
13. Provides ongoing feedback to Reps.
14. Prepares and distributes reports.
15. Attends and participates in professional development activities.
16. Delivers just-in-time training to auditors on new or changing Content Policies as well as