Business Process Improvement Analyst

5 days ago

Dublin, Dublin City, Ireland CPL Full time

We are seeking a dedicated Quality Analyst to join our dynamic team at CPL, a pioneering industry leader in Business Process Outsourcing (BPO). As a Quality Analyst, you will play a crucial role in delivering exceptional BPO solutions that drive high performance and meet strategic objectives.

About Us

Our company has over 25 years of experience collaborating with organizations worldwide. We have built enduring relationships in Financial Services, Technology, and Utilities, working with Fortune 500 companies.

Job Description

The Quality Analyst will be responsible for monitoring and enhancing employee performance, providing coaching and guidance to Representatives, and driving Quality results of the team/market. This role will also work closely with management (TL/RM) to support and drive Quality outcomes.

This is an integral contributor role, working within and promoting the Covalen Essence Pillars: Performance Gurus, Client Co-Creators, and Excellence Designers.

Key Responsibilities
  1. Monitor and enhance employee performance through coaching on quality and market-specific requirements.
  2. Provide guidance and support to Representatives to achieve agreed Quality SLAs.
  3. Work closely with management (TL/RM) to support and drive Quality results of the team/market.
  4. Develop and implement Quality improvement plans to enhance Representative performance.
  5. Provide feedback on policies to enhance Quality.
  6. Monitor cases of assigned agents in any QA spoken languages.
  7. Deliver just-in-time training to auditors on new or changing Content Policies as well as refresher training on existing Content Policy as needed.
  8. Manage investigations of escalations of inaccurate decisions, to understand root causes.
  9. Develop process documentation and aggregates feedback about the functionality of audit tools.
Essential Competencies

Quality Awareness:

  1. Ability to understand the principles of Quality in the business.
  2. Ability to understand the impact of Quality on delivery.

Communication Skills:

  1. Strong verbal and written communication skills.
  2. Ability to drive individual results through coaching.
  3. Establishes effective working relationships with Representatives, Coaches, and Team Leaders.
  4. Ability to work with a variety of people from different levels within the organization.

Team Work:

  1. Ability to share ideas.
  2. Ability to handle conflicting viewpoints.
  3. Ability to build on other viewpoints.

Analytic and Problem-Solving Skills:

  1. Demonstrates the ability to run reports, be responsible for them, understand, and conduct analysis on them.
  2. Clearly identifies improvements to be achieved.
  3. Ability to solve problems and offer solutions.

Time Management:

  1. Good organizational/time management skills.
  2. Ability to handle multiple tasks, details, and interruptions.

Pro-activeness:

  1. Ability to work independently.
  2. Ability to drive improvements within the team.
  3. Ability to drive improvements in the organization by improving Quality tools and processes.
Candidate Experience:
  • 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).
  • Proficiency in the specific language advertised (C1 or above).
  • In-depth contact with local culture and social news.
  • Proficiency in Excel and able to form analysis and create reports with both qualitative and quantitative perspectives.
  • A general understanding of AI space.
  • Flexibility to work across shifts to effectively respond to and cover daily business needs.
  • Ability to rapidly adapt to changes as per business needs.
  • Ability to work under pressure and multi-task.
  • Excellent communication and problem-solving skills.
Benefits and Perks:
  • Health Insurance.
  • 25 days Annual Leaves.
  • Free meals/snacks onsite.
  • Extensive Training & Development.
  • Access to Covalen's Wellness Programs.
  • Tax Saver Travel Card.
  • Bike to work scheme.

  • Process Improvement Analyst

    2 days ago

    Dublin, Dublin City, Ireland Lorien Full time

    **About Lorien**Lorien is a leading financial services provider dedicated to delivering exceptional results through innovative solutions and best-in-class service.We are currently seeking a Process Improvement Analyst to join our team on a 6-month contract basis.As a Process Improvement Analyst, you will play a critical role in analyzing complex business...

  • Process Improvement Analyst

    1 day ago

    Dublin, Dublin City, Ireland Albany Beck Full time

    Process Improvement Analyst – Risk FunctionOverview:Albany Beck are seeking a skilled Process Improvement Analyst with a background in reporting/change management to support a key piece of work within the risk function. The role involves defining and mapping how the four pillars within the risk function engage with the wider business, focusing on process...

  • Process Improvement Analyst

    3 days ago

    Dublin, Dublin City, Ireland Albany Beck Full time

    Process Improvement Analyst – Risk FunctionOverview:Albany Beck are seeking a skilled Process Improvement Analyst with a background in reporting/change management to support a key piece of work within the risk function. The role involves defining and mapping how the four pillars within the risk function engage with the wider business, focusing on process...

  • Process Improvement Analyst

    5 days ago

    Dublin, Dublin City, Ireland IT Search and Selection Full time

    About Process ImprovementOur client is seeking a Process Improvement Analyst to analyse and improve business processes, driving business innovation and transforming customer experiences. This role offers the opportunity to collaborate with diverse clients to shape and implement strategies that leverage design thinking, innovation, and customer-focused...

  • Data Analyst for Process Improvement

    13 hours ago

    Dublin, Dublin City, Ireland Cpl Healthcare Full time

    Job DescriptionWe are seeking a highly skilled Process Improvement Data Analyst to join our team at Cpl Healthcare.About the Role:The successful candidate will analyze production, operational, and customer data, working with cross-functional teams to implement changes that drive process efficiency and performance improvements.This role requires a blend of...

  • Business Process Improvement Manager

    3 days ago

    Dublin, Dublin City, Ireland IT Search Full time

    Job DescriptionAs a Lead Business Analyst, you will work with business stakeholders to define their vision and requirements, liaise with technical teams to develop and deliver solutions, and partner with clients to identify, design, and implement process improvements.

  • Business Analyst Continuous Improvement

    15 hours ago

    Dublin, Dublin City, Ireland Cpl Healthcare Full time

    JO Job Title: Process Improvement Data Analyst Role Overview: We are seeking a highly skilled Process Improvement Data Analyst to join our manufacturing team.The successful candidate will analyse production, operational, and customer data, and work with cross-functional teams to implement changes that drive process efficiency and performance...

  • Business Process Improvement Specialist

    2 days ago

    Dublin, Dublin City, Ireland Archer Recruitment Full time

    We are seeking a highly skilled Business Process Improvement Specialist to join our client in Dublin City Centre.This contract position is initially a 6-month contract but is expected to continue for up to 2–3 years, providing an excellent opportunity for growth and development with a reputable Irish Brand.The successful candidate will play a crucial role...

  • Business Analyst Continuous Improvement

    2 days ago

    Dublin, Dublin City, Ireland Cpl Healthcare Full time

    JO-2503-548724Job Title: Process Improvement Data AnalystRole Overview: We are seeking a highly skilled Process Improvement Data Analyst to join our manufacturing team. The successful candidate will analyse production, operational, and customer data, and work with cross-functional teams to implement changes that drive process efficiency and performance...

  • Process Improvement Data Analyst Specialist

    1 day ago

    Dublin, Dublin City, Ireland Cpl Healthcare Full time

    Job Title: Process Improvement Data AnalystWe are seeking a highly skilled Process Improvement Data Analyst to join our manufacturing team. The successful candidate will analyse production, operational, and customer data, and work with cross-functional teams to implement changes that drive process efficiency and performance improvements.This role requires a...

  • Business Analyst Continuous Improvement New

    2 weeks ago

    Dublin, Dublin City, Ireland CPL Full time

    JO-2503-548724Job Title: Process Improvement Data AnalystRole Overview: We are seeking a highly skilled Process Improvement Data Analyst to join our manufacturing team. The successful candidate will analyse production, operational, and customer data, and work with cross-functional teams to implement changes that drive process efficiency and performance...

  • Process Improvement Consultant

    4 hours ago

    Dublin, Dublin City, Ireland IT Search Full time

    Job Description">As a Lead Business Analyst, you will work with business stakeholders to define their vision and requirements. You will liaise with technical teams to develop and deliver solutions that streamline and improve processes. Your responsibilities will include working on projects that identify, track benefits or implement effective business change,...

  • Process Improvement Analyst

    4 days ago

    Dublin, Dublin City, Ireland MatchSTEM Full time

    About the Position:The Process Improvement Analyst - Biotechnology will be responsible for supporting the transfer of analytical methods into the MS&T laboratory. You will also provide specialist analytical support to the site and network for non-routine analysis and troubleshooting.

  • Process Improvement Consultant

    12 hours ago

    Dublin, Dublin City, Ireland Albany Beck Full time

    Albany Beck is a leading consultancy firm that specialises in Technology, Risk and Compliance primarily within Financial Services.We are seeking a highly skilled and motivated Business Analyst to join our team and drive Operational Excellence across key workstreams.The successful candidate will be responsible for identifying areas for process optimisation...

  • Business Intelligence and Process Improvement Expert

    1 day ago

    Dublin, Dublin City, Ireland Cpl Healthcare Full time

    Job Overview:We are looking for a Business Intelligence and Process Improvement Expert to join our team. The ideal candidate will have a passion for continuous improvement and proven analytics skills.The successful candidate will be responsible for:Analysing production, operational, and customer data.Implementing changes that drive process efficiency and...

  • Technology and Process Improvement Analyst

    4 days ago

    Dublin, Dublin City, Ireland Avolon Holdings Funding Limited Full time

    As a Project Analyst at Avolon Holdings Funding Limited, you will be responsible for assisting with the initial scoping and execution of technology and process optimization programs aligned to achieving corporate objectives.This role will be broad and cross-functional, with interaction across the business and project life cycle.The ideal candidate will have...

  • Business Process Analyst

    2 days ago

    Dublin, Dublin City, Ireland TN Ireland Full time

    Job DescriptionWe are seeking a skilled Business Process Analyst to join our team at TN Ireland. As a key member of our underwriting area, you will be responsible for analyzing and improving our business processes.Your primary focus will be on identifying areas for improvement and developing solutions that meet the needs of our stakeholders. You will work...

  • Business Process Improvement Specialist

    3 days ago

    Dublin, Dublin City, Ireland IT Search and Selection Full time

    Senior Business AnalystRole SummaryWe are seeking a skilled Senior Business Analyst to join our team.Job ResponsibilitiesThe successful candidate will be responsible for:Working closely with senior stakeholdersLiaising with Technology LeadersLeading Digital Transformation initiativesEnsuring seamless process executionMaintaining strong relationships with...

  • Business Process Improvement Specialist

    3 days ago

    Dublin, Dublin City, Ireland TN Ireland Full time

    Job SummaryWe are seeking a skilled Business Analyst to join our team at emagine. The ideal candidate will have a strong background in business analysis and system implementation.About the RoleKey ResponsibilitiesDevelop detailed process and requirements documentation.Support business users through user acceptance testing.Liaise with peer system owners to...

  • SAP Business Process Improvement Specialist

    4 days ago

    Dublin, Dublin City, Ireland PARETO SECURITIES AS Full time

    We are seeking an experienced SAP Business Analyst to join our team at PARETO SECURITIES AS.Company OverviewPARETO SECURITIES AS is a leading engineering services company with a proven track record of high-quality project delivery. Our core divisions include mechanical, electrical, and fire protection engineering, as well as waste management and technical...