Quality Analyst

Location : Dublin, Sandyford - This is a fully on-site opportunity.

Language Requirement : Fluent English Speaker

Working Hours : Night Shift (12am to 8am) - ONLY

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.

The Quality Analyst will provide support enabling Operations delivery against the agreed standards and business requirements.

They will also drive the required knowledge, skills and attitude of Reps to achieve agreed Quality SLA’s.

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:

Content moderation, Trust & Safety and/or Content Quality Assurance related experience, preferably in social media.
Proficiency in English (C1 or above).
In depth knowledge of USA market and culture
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? As a valued team member, you'll play a crucial role in delivering customized BPO solutions, ensuring our clients achieve consistent high performance and meet their strategic objectives. Your expertise will contribute to our legacy of success in providing outsourced solutions for Fortune 500 companies.

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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