Quality & Support Analyst

Is considered a tenured agent that supports and coaches team members while enforcing policies and driving quality performance, while balancing the need for efficiency. They will be the main liaison between training, quality, and operations

Responsibilities to include but not be limited the following

1. Partner with Client internal teams to ensure that decisions made by Vendor’s content moderation staff are being regularly audited for accuracy and that performance feedback is being shared with the responsible teams
2. Support every aspect of internal audit quality from audit planning, implementation, feedback and re-audit as required.

• Complete all audits in the required timeframe and provide timely and usable feedback to ‘Agents’ to drive improved performance.

1. Proactively identify areas of our content policies/operational guidelines requiring training and coordinate findings with training partners to bridge knowledge gaps
2. Collaborate with relevant Operations team(s) and Quality Manager(s) for performance enhancement of personnel not meeting effectiveness metrics.
3. Become and remain knowledgeable about Client products and community standards, and serve as the expert to ensure awareness and understanding of Content Policy and Operational Guidelines, and reinforce associated changes to operations teams.

• Make well balanced decisions related to effectiveness metrics, and personally driven to be an effective advocate for our community by reinforcing process and policy changes to operations teams.
• Mentor new teammates the use of audit tools and systems

1. Develop process documentation and aggregate feedback about the functionality of audit tools
2. Identify, aggregate, prioritize and report on inefficiencies and error trends in process/systems/tools/policy through root cause analysis, and suggest solutions through action plans
3. Recognize trends and patterns, and escalate issues regarding Client policy to the global team for mitigation

• Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users
• Work closely with Quality Leaders to develop and support the planning and design of improvement initiatives.
• Coach and mentor new hire ‘Agents’ during nesting phase on the floor

1. Provide Real Time support by resolving inquiries coaching & mentoring with high quality, speed, empathy and accuracy to tenured Agents post onboarding phase. This includes, but not limited to: side-by-side coaching, Team Huddles, & RCA coaching.

• Assist in the implementation and follow-through of corrective & preventive action plans for performance improvement focused on accuracy while balancing efficiency
• Become and remain knowledgeable about Client products and community standards, and personally driven to be an effective advocate for our community by providing additional support for process and policy changes in collaboration with the training team (i.e. one-on-one, side-by-side, real time support, team huddles, etc).
• Strong interpersonal skills, verbal and written communication skills and most importantly empathy
• Display a strong bias to doing what’s right for our community in supporting Client's mission to #ShipLove

1. Investigate and resolve issues that are reported on Client such as requests for account support and reports of potentially abusive content

• Enforce Client's Terms of Use by carefully monitoring reports of abuse on the site
• Review production jobs in the agreed turnaround times and standards of quality

Recommended Qualifications

1. Passion for providing 1:1 support to people with accuracy and empathy
2. 2+ years' experience in a quality control environment

• Written and verbal language proficiency in English and at least one local language supported at the site (see Section 6.8).

1. Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is essential
2. Experience with Tableau/Power BI or other similar tools is a plus
3. 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

1. Ability to multitask and work independently in an unstructured environment
2. High affinity and cultural awareness of political/social situation regarding the relevant market/region that will be supported by each ‘Agent’ – which is critical to be aware of the cultural/regional differences for nuanced policy decisions to be applied in accordance with Client’s abuse standard policies and training materials