QUALITY ANALYST
QUALITY ANALYST
RESPONSIBILITIES
* Monitor and coach/ mentor agents on a daily, weekly, and monthly basis for quality improvement. Maintain quality reports at Agent and Team level.
* Email communication with the Client, regarding Quality Measures. Maintain and develop internal support and call centre quality standards.
* Review a subset of content moderators work including videos, photos, audios, and comments in line with policy guidelines. Assess support interactions based on internal standards.
* Accompany evaluations with meaningful and constructive feedback. Discuss and explain feedback with agents in regular meetings.
* Analyse content moderation metrics (e.g., accuracy, false positives, false negatives, leakages) and how the support teams performance affects those KPIs.
* Create strategies to improve support KPIs.
* Help agents improve their performance with specific instructions and constant support Map the need for training and onboarding programs and initiate these projects.
* Monitor content moderation performance on a moderators and team level Create reports that reflect support performance.
* Report support teams performance to higher-ups.
* Participate in calibration sessions to maintain consistency in internal evaluations Contribute to the team culture in a positive manner.
REQUIREMENTS
* Degree/Diploma in any field
* Track record: 2 years in working for a service delivery centre/BPO that is desirable. Proven track record of analytical skills.
* Excellent communication skills and a high focus on customer satisfaction. Great people skills and ability to effectively share (negative) feedback.
* Good organizational skills, knowledgeable in goal-setting practices.
* Examples of data visualization abilities and understanding of support metrics. Perception of basic business metrics and how support impacts those.
* Problem-solving capabilities to create meaningful strategies to improve support quality. Good knowledge of Office applications (Excel, Word, PowerPoint, OneNote).
* Ability to analyze quality and operational metrics; identify drivers and possible impacts and derive action plans out of those findings on individual / team.
* Understanding of quality processes, tools, and measures to evaluate and improve individual/ team and overall performance.
* Strong feedback and evaluation skills; ability to motivate, support and engage. Good organizational, time management and prioritization skills
