Posted: 8 May
Offer description
Role - Quality Analyst - German Speaking
Location – Dublin 18
Contract type - Permanent Fulltime
Work model – Onsite
Working hours - Monday to Friday (including BH), 9 AM till 5:30 PM or 6 PM till 2 AM
CPL Healthcare is a leading provider of healthcare staffing solutions. For over 25 years, we have been partnering with organisations worldwide to deliver high-quality, bespoke outsourcing solutions.
Job Description:
The Quality Analyst will provide critical support to ensure Operations delivery meets agreed standards and business requirements. This includes driving the required knowledge, skills and attitude of Representatives to achieve agreed Quality Service Level Agreements (SLAs).
The Quality Analyst must monitor, evaluate, counsel and document employee's quality performance and provide coaching assistance as needed to meet goals and expectations.
The Quality Analyst will work closely with management to support and drive Quality results of the team / market.
The Quality Analyst will be an integral contributor, working within and promoting the CPL Healthcare Essence Pillars: Performance Gurus, Client Co-Creators and Excellence Designers.
Duties and Responsibilities:
1. Monitors and enhances employee performance through coaching on quality and market-specific requirements.
2. Monitors and enhances Representative performance through training on quality.
3. Supports the Market Team Leads to educate and develop all Representatives.
4. Provides backup to the training department as and when required.
5. Attends and participates in meetings to review results.
6. Performs data analysis to establish trends as requested.
7. Assists Training and Quality Leads in preparing projects aimed at driving Quality and operational delivery.
8. Handles Quality systems onsite.
9. Performs administrative duties as needed.
10. Supports management to establish Action Plan or Performance Improvement Plan to improve Representative quality performance.
11. Provides feedback on policies to enhance Quality.
12. Monitors cases of assigned agents in any QA spoken languages.
13. Provides ongoing feedback to Representatives.
14. Attends and participates in professional development activities.
15. Delivers just-in-time training to auditors on new or changing content policies, as well as 'refresher' training on existing content policy as needed.
16. Actively re-reviews decision accuracy audits to ensure consistency and alignment with community standards and internal policies.
17. Manages investigations of escalations of inaccurate decisions, particularly where policies are new, content is ambiguous, or incorrect decisions have a significant impact.
18. Mentors auditors on the use of audit tools and systems.
19. Develops process documentation and aggregates feedback about the functionality of audit tools.
20. Any other ad-hoc activities required to meet business needs.
Essential Competencies:
Quality Awareness:
* Ability to understand principles of Quality in the business.
* Ability to understand impact of Quality on delivery.
Communication Skills:
* Strong verbal and written communication skills.
* Handle resistance.
* Ability to drive individual results through coaching.
* Establishes effective working relationships with Representative, Coach, and Team Leader.
* Ability to work with a variety of people from different levels within the organisation.
Teamwork:
* Ability to share ideas.
* Ability to handle conflicting viewpoints.
* Ability to build on others' perspectives.
Analytical and Problem-Solving Skills:
* Demonstrates ability to run reports, responsible for them, understands and conducts analysis on them.
* Clearly identifies improvements to be achieved.
* Ability to solve problems and offer solutions.
Time Management:
* Good organisational/time management skills.
* Ability to handle multiple tasks, details, and interruptions.
Pro-activeness:
* Ability to work independently.
* Ability to drive improvements within the team.
* Ability to drive improvements in the organisation by enhancing 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 Leave.
* Free meals/snacks onsite.
* Extensive Training & Development.
* Access to CPL Healthcare's Wellness Programs.
* Tax Saver Travel Card.
* Bike to work scheme.
You would bring:
As a valued team member, you'll play a crucial role in delivering customised BPO solutions, ensuring our clients achieve consistent high performance and meet their strategic objectives. Your expertise will contribute to our legacy of success in providing outsourced solutions for Fortune 500 companies.
Ready to be part of our dynamic team? Explore exciting opportunities with CPL Healthcare – where your skills, ideas, and achievements are celebrated.
CPL Healthcare champions diversity and equality, anchoring our workplace cultures and creative minds. We recognise the collective strength found in diverse backgrounds, skills, and experiences of our team members. Our commitment to fostering an inclusive environment transcends gender, marital status, family status, age, disability, sexual orientation, race, religion, and membership in the Travelling community.
Apply Now or Reach Out for More Information.
