**Job Overview:**
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The role of a Quality Analyst is pivotal in ensuring the delivery of exceptional services by our operations team. This position plays a key part in driving quality excellence through various means.
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* **Key Responsibilities:**
* Monitor and enhance employee performance through coaching on quality and market requirements.
* Support Market Team Leads in educating and developing all representatives.
* Prepare and distribute reports as needed.
* Perform data analysis to establish trends as requested.
* Assist Training and Quality Leads in preparing various projects aimed at improving quality and operational delivery.
* Perform administrative duties as required.
* Support TL in establishing Action Plans or Performance Improvement Plans to improve representative quality performance.
* Monitor cases of assigned agents in any QA spoken languages.
* Deliver training to auditors on changing Content Policies as well as refresher training.
* Actively review decision accuracy audits to ensure consistency and alignment with community standards and internal policies.
* Mentor auditors on the use of audit tools and systems.
* Develop process documentation and aggregate feedback about the functionality of audit tools.
* **Essential Competencies:**
* Ability to understand the principles of Quality in the business.
* Ability to understand impact of Quality on delivery.
* Strong verbal and written communication skills.
* Ability to drive individual results through coaching.
* Ability to work with a variety of people from various levels within the organization.
* Ability to share ideas, handle conflicting point of views, and ability to build on other points of view.
* Demonstrates the ability to run reports, be responsible for them, understand and conduct analysis on them.
* Clearly identifies improvements to be achieved.
* Ability to solve problems and offer solutions.
* Ability to work on their own, to drive improvements within the team and in the organisation by improving the Quality tools and processes.