Quality and Support Analyst

4 weeks ago

Dublin Pike, Ireland TP Full time

Quality & Support Analyst
Tenured agent responsible for supporting and coaching team members, enforcing policies, driving quality performance while ensuring efficiency. Serves as the primary liaison between training, quality, and operations.

Responsibilities

Partner with client internal teams to ensure vendor content moderation staff decisions are audited for accuracy and feedback shared.

Support all aspects of internal audit quality: planning, implementation, feedback, and re‑audit.

Complete audits within required timeframe and provide timely feedback to agents to improve performance.

Identify areas of content policies/operational guidelines needing training and coordinate findings with training partners.

Collaborate with relevant operations teams and quality managers to improve performance of personnel not meeting effectiveness metrics.

Stay knowledgeable about client products and community standards, serve as expert to ensure awareness of content policy and operational guidelines, reinforce changes to operations teams.

Make balanced decisions related to effectiveness metrics and advocate for community by reinforcing process and policy changes.

Mentor new teammates on audit tools and systems.

Develop process documentation and aggregate feedback on audit tool functionality.

Identify and report inefficiencies and error trends through root cause analysis and suggest solutions through action plans.

Recognize trends and patterns and Escalate issues regarding client policy to global team for mitigation.

Use market‑specific knowledge, signals, and insights to scope scalable solutions to improve support of community users.

Collaborate with quality leaders to design and support improvement initiatives.

Coach and mentor new hire agents during the nesting phase on the floor.

Provide real‑time support by resolving inquiries with high quality, speed, empathy and accuracy to tenured agents post onboarding.

Assist in implementing corrective & preventive action plans to balance accuracy with efficiency.

Investigate and resolve issues reported on client: account support requests, potentially abusive content.

Enforce client terms of use by monitoring reports of abuse.

Review production jobs within agreed turnaround times and quality standards.

Recommended Qualifications

Passion for providing 1:1 support to people with accuracy and empathy.

2+ years experience in a quality control environment.

Written and verbal proficiency in English and at least one local language supported at the site.

Strong practical experience with Excel (PivotTable, charts, statistical functions).

Experience with Tableau/Power BI or similar tools is a plus.

Exceptional attention to detail and nuance.

Demonstrated ability to perform well in a highly dynamic, rapidly changing environment.

Strong critical thinking and problem‑solving skills.

Ability to multitask and work independently in an unstructured environment.

High cultural awareness of the relevant market/region to apply nuanced policy decisions.

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Information Technology

Industries

Outsourcing and Offshoring Consulting

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