We are seeking a Quality Assurance Professional to join our team in Dublin. As a Quality Assurance Professional, you will be responsible for coaching, training, and supporting Representatives to meet performance standards and Service Level Agreement targets. You will work closely with team leads to monitor quality, deliver feedback, and improve decision accuracy across markets.
Key Responsibilities:
* Coach and train Representatives on quality and policy updates
* Analyze performance data and identify trends
* Support Team Leads with action plans and improvement strategies
* Lead investigations into escalations and audit inconsistencies
* Deliver just-in-time training and refreshers
* Provide feedback to enhance tools and processes
* Collaborate on projects to boost operational delivery
Requirements:
* Bachelor's degree in a related field
* Quality assurance experience in content moderation or Trust & Safety
* Proficiency in Croatian language + English (C1+)
* Deep cultural awareness and social media fluency
* Excel skills and analytical mindset
* Flexibility, adaptability, and problem-solving skills
* Understanding of AI and digital platforms
Benefits:
* Private healthcare coverage
* Pension contribution plan
* 25 days of annual leave
* Extensive training and development opportunities
* Wellness program and access to Employee Assistance Program
* Tax benefits and bike-to-work scheme