Quality Analyst - Multiple Languages

Location : Dublin, Ireland
Languages Reqd : Danish, Hungarian, Croatian, Polish, Swedish & Dutch.
Working Hours : Day / Eve shifts
Compensation : 33,000 / Annum + Performance Bonus

Job Description:
The Quality Analyst will provide support enabling Operations delivery against the agreed standards and business requirements. The Quality Analyst will also drive the required knowledge, skills and attitude of Reps to achieve agreed Quality SLA’s.

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.

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.

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 as 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.

This position is part of an evergreen requisition and is not currently open. However, if you’re interested and meet the requirements, we encourage you to submit your application as an expression of interest.
We will reach out to you as soon as opportunities become available.

#Danish #Swedish #Hungarian #Croatian #Dutch #Polish
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