Quality & Support Analyst
Tenured agent responsible for supporting and coaching team members, enforcing policies, driving quality performance while ensuring efficiency. Serves as the primary liaison between training, quality, and operations.
Responsibilities
* Partner with client internal teams to ensure vendor content moderation staff decisions are audited for accuracy and feedback shared.
* Support all aspects of internal audit quality: planning, implementation, feedback, and re‑audit.
* Complete audits within required timeframe and provide timely feedback to agents to improve performance.
* Identify areas of content policies/operational guidelines needing training and coordinate findings with training partners.
* Collaborate with relevant operations teams and quality managers to improve performance of personnel not meeting effectiveness metrics.
* Stay knowledgeable about client products and community standards, serve as expert to ensure awareness of content policy and operational guidelines, reinforce changes to operations teams.
* Make balanced decisions related to effectiveness metrics and advocate for community by reinforcing process and policy changes.
* Mentor new teammates on audit tools and systems.
* Develop process documentation and aggregate feedback on audit tool functionality.
* Identify and report inefficiencies and error trends through root cause analysis and suggest solutions through action plans.
* Recognize trends and patterns and Escalate issues regarding client policy to global team for mitigation.
* Use market‑specific knowledge, signals, and insights to scope scalable solutions to improve support of community users.
* Collaborate with quality leaders to design and support improvement initiatives.
* Coach and mentor new hire agents during the nesting phase on the floor.
* Provide real‑time support by resolving inquiries with high quality, speed, empathy and accuracy to tenured agents post onboarding.
* Assist in implementing corrective & preventive action plans to balance accuracy with efficiency.
* Investigate and resolve issues reported on client: account support requests, potentially abusive content.
* Enforce client terms of use by monitoring reports of abuse.
* Review production jobs within agreed turnaround times and quality standards.
Recommended Qualifications
* Passion for providing 1:1 support to people with accuracy and empathy.
* 2+ years experience in a quality control environment.
* Written and verbal proficiency in English and at least one local language supported at the site.
* Strong practical experience with Excel (PivotTable, charts, statistical functions).
* Experience with Tableau/Power BI or similar tools is a plus.
* Exceptional attention to detail and nuance.
* Demonstrated ability to perform well in a highly dynamic, rapidly changing environment.
* Strong critical thinking and problem‑solving skills.
* Ability to multitask and work independently in an unstructured environment.
* High cultural awareness of the relevant market/region to apply nuanced policy decisions.
Seniority Level
* Mid‑Senior level
Employment Type
* Full‑time
Job Function
* Information Technology
Industries
* Outsourcing and Offshoring Consulting
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