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'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. We've built enduring relationships in Financial Services, Technology, and Utilities, working with some of the globe's largest and most forward-thinking companies.
Quality Analyst
The Quality Analyst must monitor, evaluate, council 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 the market specific requirements.
•Monitors and enhances Rep performance through training on quality.
•Supports the Market Team Leads to educate and develop all Reps.
•Provide backup to the training department as and when required.
•Attends and participates in meetings to review results.
•Perform, provide and complete data analysis to establish trends as requested.
•Assist Training and Quality Leads in preparing various projects aimed to drive Quality and operational delivery.
•Handle Quality systems onsite.
•Performs administrative duties as needed.
•Support TL to establish Action Plan or Performance Improvement Plan to improve Reps quality performance.
•Provide feedback on Policies in order to enhance Quality.
•Monitor cases of assigned agents in any QA spoken languages.
•Provide ongoing feedback to Reps.
•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 on an as-needed basis
•Actively re-reviews decision accuracy audits to ensure consistency and alignment with our 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, the 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 that may be required to meet business needs.
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).
• Proficiency in German (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.
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. Our commitment to fostering an inclusive environment transcends gender, marital status, family status, age, disability, sexual orientation, race, religion, and membership in the Travelling community.
Apply Now or mail your applications to [email protected]
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