Posted: 11 May
Offer description
Quality Analyst - German Speaking Role
This is a permanent full-time position based in Dublin, Sandyford, working on-site.
The successful candidate will be responsible for supporting operations delivery against agreed standards and business requirements.
The Quality Analyst will monitor, evaluate, counsel, and document employee quality performance and provide coaching assistance as needed to meet goals and expectations.
They will work closely with management to support and drive quality results of the team or market.
The Quality Analyst will be an integral contributor, working within and promoting Covalen's Essence Pillars: Performance Gurus, Client Co-Creators, and Excellence Designers.
Duties and Responsibilities
* Monitors and enhances employee performance through coaching on quality and market-specific requirements.
* Supports Market Team Leads to educate and develop all Reps.
* Provides backup to the training department as required.
* Attends and participates in meetings to review results.
* Performs data analysis to establish trends.
* Assists Training and Quality Leads in preparing projects to drive quality and operational delivery.
* Handles Quality systems onsite.
* Performs administrative duties as needed.
* Supports TL in establishing Action Plans or Performance Improvement Plans to improve Rep quality performance.
* Provides feedback on policies to enhance quality.
* Monitors cases of assigned agents in QA spoken languages.
* Provides ongoing feedback to Reps.
* Attends and participates in professional development activities.
* Delivers just-in-time training to auditors on new or changing content policies.
* Actively re-reviews decision accuracy audits to ensure consistency and alignment with community standards and internal policies.
* Manages investigations of escalations of inaccurate decisions.
* Mentors auditors on audit tools and systems.
* Develops process documentation and aggregates feedback about audit tool functionality.
Essential Competencies
* Quality Awareness:
o Ability to understand principles of quality in the business.
o Ability to understand impact of quality on delivery.
* Communication skills:
o Strong verbal and written communication skills.
o Ability to handle resistance.
o Ability to drive individual results through coaching.
o Establishes effective working relationships with Reps, Coaches, and Team Leaders.
o Ability to work with various people from different levels within the organization.
* Teamwork:
o Ability to share ideas.
o Ability to handle conflicting viewpoints.
o Ability to build on other viewpoints.
* Analytic and problem-solving skills:
o Demonstrates ability to run reports and conduct analysis on them.
o Clearly identifies improvements to be achieved.
o Ability to solve problems and offer solutions.
* Time Management:
o Good organizational/time management skills.
o Ability to handle multiple tasks, details, and interruptions.
* Pro-activeness:
o Ability to work independently.
o Ability to drive improvements within the team.
o 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 experience in the Social Media industry.
* Proficiency in English (C1 or above).
* Proficiency in German (C1 or above).
* In-depth contact with local culture and social news.
* Proficiency in Excel and able to form analysis and create reports with 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 multitask.
* Excellent communication and problem-solving skills.
Benefits and Perks
* Health Insurance.
* 25 days Annual Leaves.
* Extensive Training & Development.
* Access to Covalen's Wellness Programs.
* Tax Saver Travel Card.
* Bike to work scheme.
