Quality Analyst Ads Content Moderator

Overall Job Purpose

This position offers you the opportunity to work alongside one of our high-profile clients who specialise in internet based searching and video sharing platforms. As a Junior Quality Analyst you are responsible for the overall quality performance of the operation by encouraging simplified and streamlined issue handling. You will be accountable for the achievement of both external and internal quality metrics and will have a keen eye on efficiency, continuous improvement in customer and client satisfaction.

Duties and Responsibilities

• Daily completion of quality reviews and appeal reviews
• Deliver quality feedback to the agents on completion of quality sample and appeal reviews ● Execute actions for individuals and/or team to maintain or improve SLA performance
• Participate in daily huddles with the QA Team Lead and Quality Analysts supporting the sample product in all locations
• Conduct root cause analysis of quality errors and provide corrective solutions to QA Team Lead
• Identify risks to the QA SLA and report to the QA Team Leader in a timely and efficient manner
• Identify quality trends for the market/agents supported and develop corrective solutions
• Report bugs and continually check if bugs have been resolved
• Work with agents and colleagues to ensure enough grey area cases are reported
• Weekly catch ups with SME and Training teams to assess the current new hire training and identify if amendments are required
• Develop Product Knowledge Tests weekly and/or monthly and use results to conduct team refresher training or individual feedback
• Conduct internal and external calibration exercises to ensure alignment within the internal team and the client or other vendors
• Contribute to the innovation process by submitting new innovation ideas or process improvements
• Support additional workflow request from the client
• Support Team Lead with ad hoc requests

Required Qualifications & Experience

• Fluency in English is essential for this role
• Excellent written and verbal communication skills with the ability to deliver clear messages
• Strong attention to detail to ensure information is complete and accurate
• Proven ability to develop and maintain effective relationships with others
• Displays a high level of professional integrity and promotes conduct and behaviors consistent with company standards
• Works collaboratively with others to accomplish team and organisation objectives
• Results oriented with the ability to set and achieve challenging goals
• Ability to work on own initiative to identify and solve problems using logic, judgement, and data and recommend solutions to achieve the desired organisational goal or outcome
• Obtains information and identifies key issues and implications to make informed and objective decisions
• Flexible in a fast paced, changeable environment and can adapt quickly
• Strong organisation, planning and prioritisation skills with the ability to manage several tasks at once
• Excellent analytical skills with the ability to identify risks and use data to evaluate root causes and provide solutions
• Ability to coach others to make the most of their available skills
• Ability to deliver effective presentations and training sessions to educate the others on topics of organisational importance
• Demonstrates a commitment to delivering highly effective service standards with both internal and external stakeholders

Competencies

• Understanding the Role
• Solutions Orientated
• Initiative
• Collaboration
• Communication
• Organisational commitment
• Customer Focus
• Organisation & Planning
• Analysis & Attention to detail
• Resilience & Adaptability
• Creativity & Innovation

Contact: 9449900627, or share CV: yamanurappa.kuri@telepeformancedibs.com