Job Title:
Danish-Speaking Quality Assurance Specialist
About the Role:
* As a Danish-Speaking Quality Assurance Specialist, you will provide support to enable operations delivery against agreed standards and business requirements.
* You will drive required knowledge, skills, and attitude of Representatives to achieve agreed Quality Service Level Agreements (SLAs).
Key Responsibilities:
1. Monitor, evaluate, counsel, and document employee quality performance and provide coaching assistance as needed to meet goals and expectations.
2. Work closely with management to support and drive Quality results of the team/market.
3. Be an integral contributor, working within and promoting key Covalen 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 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 to drive Quality and operational delivery.
8. Handles Quality systems onsite.
9. Performs administrative duties as needed.
10. Supports TL 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. Prepares and distributes reports.
15. Attends and participates in professional development activities.
16. Delivers just-in-time training to auditors on new or changing Content Policies as well as “refresher” training on existing Content Policy on an as-needed basis.
17. Actively reviews decision accuracy audits to ensure consistency and alignment with our community standards and internal policies.
18. Manages investigations of escalations of inaccurate decisions, to understand the root cause(s), especially in cases where policies are new, the content is ambiguous, or the decision has an outsized impact if incorrect.
19. Mentors auditors on the use of audit tools and systems.
20. Develops process documentation and aggregates feedback about the functionality of audit tools.
21. Any other ad-hoc activities that may be required to meet business needs.