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Quality Control Analyst

2 weeks ago

Dublin, Dublin City, Ireland Cpl Healthcare Full time
About the Role

As a Quality Control Analyst, you will play a crucial role in ensuring the highest standards of quality in our team.

You will be responsible for monitoring and enhancing employee performance, as well as providing coaching assistance to meet goals and expectations.

This role will work closely with management to support and drive quality results for the team.

  1. Monitor cases of assigned agents in any QA spoken languages.
  2. Deliver just-in-time training to auditors on new or changing content policies.
  3. Actively re-review decision accuracy audits to ensure consistency.

Responsibilities:

  1. Mentor auditors on the use of audit tools and systems.
  2. Develop process documentation and aggregate feedback about functionality.
  3. Support TL in establishing action plans to improve reps' quality performance.
Requirements
  • Bachelor's degree.
  • Experience in content moderation and/or content quality assurance.
  • Proficiency in English (C1 or above) and French.
  • Ability to adapt to changes in business needs.