Quality & SupportAnalyst Isconsidered a tenured agent that supports and coaches team memberswhile enforcing policies and driving quality performance, whilebalancing the need for efficiency. They will be the main liaisonbetween training, quality, andoperations Responsibilities to include but not belimited the following Partner with Client internal teams toensure that decisions made by Vendor’s content moderation staff arebeing regularly audited for accuracy and that performance feedbackis being shared with the responsibleteams Support every aspect of internal auditquality from audit planning, implementation, feedback and re-auditas required. Complete all audits in the requiredtimeframe and provide timely and usable feedback to ‘Agents’ todrive improvedperformance. Proactively identify areas of our contentpolicies/operational guidelines requiring training and coordinatefindings with training partners to bridge knowledgegaps Collaborate with relevant Operationsteam(s) and Quality Manager(s) for performance enhancement ofpersonnel not meeting effectivenessmetrics. Become and remain knowledgeable aboutClient products and community standards, and serve as the expert toensure awareness and understanding of Content Policy andOperational Guidelines, and reinforce associated changes tooperationsteams. Make well balanced decisions related toeffectiveness metrics, and personally driven to be an effectiveadvocate for our community by reinforcing process and policychanges to operations teams. Mentor new teammates the use of audittools and systems Develop process documentation andaggregate feedback about the functionality of audit toolsIdentify, aggregate, prioritize andreport on inefficiencies and error trends inprocess/systems/tools/policy through root cause analysis, andsuggest solutions through actionplans Recognize trends and patterns, andescalate issues regarding Client policy to the global team formitigation Use market specific knowledge, signalsand insights to spot and scope scalable solutions to improve thesupport of our community of users Work closely with Quality Leaders todevelop and support the planning and design of improvementinitiatives. Coach and mentor new hire ‘Agents’ duringnesting phase on thefloor Provide Real Time support by resolvinginquiries coaching & mentoring with high quality, speed,empathy and accuracy to tenured Agents post onboarding phase. Thisincludes, but not limited to: side-by-side coaching, Team Huddles,& RCAcoaching. Assist in the implementation andfollow-through of corrective & preventive action plans forperformance improvement focused on accuracy while balancingefficiency Become and remain knowledgeable aboutClient products and community standards, and personally driven tobe an effective advocate for our community by providing additionalsupport for process and policy changes in collaboration with thetraining team (i.e. one-on-one, side-by-side, real time support,team huddles, etc). Strong interpersonal skills, verbal andwritten communication skills and most importantlyempathy Display a strong bias to doing what’sright for our community in supporting Client's mission to#Ship Love Investigate and resolve issues that arereported on Client such as requests for