Quality and Support Analyst

Quality & Support
Analyst

Is
considered a tenured agent that supports and coaches team members
while enforcing policies and driving quality performance, while
balancing the need for efficiency. They will be the main liaison
between training, quality, and
operations

Responsibilities to include but not be
limited the following

1. Partner with Client internal teams to
ensure that decisions made by Vendor’s content moderation staff are
being regularly audited for accuracy and that performance feedback
is being shared with the responsible
teams
2. Support every aspect of internal audit
quality from audit planning, implementation, feedback and re-audit
as required.

- Complete all audits in the required
timeframe and provide timely and usable feedback to ‘Agents’ to
drive improved
performance.

1. Proactively identify areas of our content
policies/operational guidelines requiring training and coordinate
findings with training partners to bridge knowledge
gaps
2. Collaborate with relevant Operations
team(s) and Quality Manager(s) for performance enhancement of
personnel not meeting effectiveness
metrics.
3. Become and remain knowledgeable about
Client products and community standards, and serve as the expert to
ensure awareness and understanding of Content Policy and
Operational Guidelines, and reinforce associated changes to
operations
teams.

- Make well balanced decisions related to
effectiveness metrics, and personally driven to be an effective
advocate for our community by reinforcing process and policy
changes to operations teams.
- Mentor new teammates the use of audit
tools and systems

1. Develop process documentation and
aggregate feedback about the functionality of audit tools

2. Identify, aggregate, prioritize and
report on inefficiencies and error trends in
process/systems/tools/policy through root cause analysis, and
suggest solutions through action
plans
3. Recognize trends and patterns, and
escalate issues regarding Client policy to the global team for
mitigation

- Use market specific knowledge, signals
and insights to spot and scope scalable solutions to improve the
support of our community of users
- Work closely with Quality Leaders to
develop and support the planning and design of improvement
initiatives.
- Coach and mentor new hire ‘Agents’ during
nesting phase on the
floor

1. Provide Real Time support by resolving
inquiries coaching & mentoring with high quality, speed,
empathy and accuracy to tenured Agents post onboarding phase. This
includes, but not limited to: side-by-side coaching, Team Huddles,
& RCA
coaching.

- Assist in the implementation and
follow-through of corrective & preventive action plans for
performance improvement focused on accuracy while balancing
efficiency
- Become and remain knowledgeable about
Client products and community standards, and personally driven to
be an effective advocate for our community by providing additional
support for process and policy changes in collaboration with the
training team (i.e. one-on-one, side-by-side, real time support,
team huddles, etc).
- Strong interpersonal skills, verbal and
written communication skills and most importantly
empathy
- Display a strong bias to doing what’s
right for our community in supporting Client's mission to
#ShipLove

1. Investigate and resolve issues that are
reported on Client such as requests for account support and reports
of potentially abusive
content

- Enforce Client's Terms of Use by
carefully monitoring reports of abuse on the
site
- Review production jobs in the agreed
turnaround times and standards of
quality

-

Recommended
Qualifications

1. Passion for providing 1:1 support to
people with accuracy and empathy
2. 2+ years' experience in a quality control
environment

- Written and verbal language proficiency
in English and at least one local language supported at the site
(see Section
6.8).

1. Strong practical experience with Excel
(PivotTable, Charts, Statistical functions) is
essential
2. Experience with Tableau/Power BI or other
similar tools is a plus
3. 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

1. Ability to multitask and work
independently in an unstructured
environment
2. High affinity and cultural awareness of
political/social situation regarding the relevant market/region
that will be supported by each ‘Agent’ – which is critical to be
aware of the cultural/regional differences for nuanced policy
decisions to be applied in accordance with Client’s abuse standard
policies and training
materials