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Quality Analyst

1 month ago

Dublin, Dublin City, Ireland Cpl Full time

Quality Analyst

Job Description:

The Quality Analyst plays a pivotal role in ensuring Operations delivery meets the agreed standards and business requirements. This includes driving the necessary knowledge, skills, and attitude of Representatives to achieve stipulated Quality Service Level Agreements (SLAs).

The Quality Analyst is responsible for monitoring, evaluating, counselling, and documenting employee quality performance while providing coaching assistance as needed to meet goals and expectations.

Closely working with management (Team Leads/Regional Managers), the Quality Analyst supports and drives Quality results of the team/market.

The Quality Analyst is 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 market-specific requirements.
  • Enhances Representative performance through training on quality.
  • Supports Market Team Leads in educating and developing all Representatives.
  • Provides backup to the Training Department as required.
  • Attends and participates in meetings to review results.
  • Performs, provides, and completes data analysis to establish trends as requested.
  • Assists Training and Quality Leads in preparing various projects aimed at driving Quality and operational delivery.
  • Handles Quality systems onsite.
  • Perform administrative duties as needed.
  • Supports Team Leads in establishing Action Plans or Performance Improvement Plans to improve Representative quality performance.
  • Provides feedback on policies to enhance Quality.
  • Monitors cases of assigned agents in any QA spoken languages.
  • Provides ongoing feedback to Representatives.