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Job Description
Quality Analyst Job Description
Monitor and enhance employee performance, drive quality results, and support team management in a dynamic and fast-paced environment.
Key Responsibilities:
- Monitor and enhance employee performance through coaching and training on quality and market-specific requirements.
- Support Market Team Leads in educating and developing all representatives.
- Provide backup to the training department as needed.
- Attend and participate in meetings to review results and provide data analysis.
- Assist in preparing projects to drive quality and operational delivery.
- Handle quality systems and perform administrative duties.
- Support team leaders in establishing action plans to improve representative quality performance.
- Provide feedback on policies to enhance quality.
- Monitor cases of assigned agents in QA spoken languages.
- Deliver just-in-time training to auditors on new or changing content policies.
- Actively review decision accuracy audits to ensure consistency and alignment with community standards.
- Mentor auditors on the use of audit tools and systems.
- Develop process documentation and aggregate feedback on audit tool functionality.
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) and specific language as advertised (C1 or above).
- In-depth contact with local culture and social news.
- Proficiency in Excel and ability to form analysis and create reports.
- General understanding of AI space.
- Flexibility to work across shifts and adapt to changes as per business needs.
- Ability to work under pressure and multi-task.
- Excellent communication and problem-solving skills.