The Quality Analyst will provide support enabling Operations delivery against the agreed standards and business requirements. The QA will also drive the required knowledge, skills, and attitude of Reps to achieve agreed Quality SLA's. QA must monitor, evaluate, council and document employee's quality performance and provide coaching assistance to meet goals and expectations.- Duties and Responsibilities -Monitors and enhances employee performance through coaching on quality and the market specific requirementsSupports the Market Team Leads to educate and develop all RepsPrepares and distributes reportsPerform data analysis to establish trends as requestedAssist Training and Quality Leads in preparing various projects aimed to drive Quality and operational deliveryPerforms administrative duties as neededSupport TL to establish Action Plan or Performance Improvement Plan to improve Reps quality performanceMonitor cases of assigned agents in any QA spoken languagesDelivers training to auditors on changing Content Policies as well as “refresher” training.Actively reviews decision accuracy audits to ensure consistency and alignment with our community standards and internal policiesMentors' auditors on the use of audit tools and systemsDevelop process documentation and aggregates feedback about the functionality of audit tools- Essential Competencies -Ability to understand the principles of Quality in the businessAbility to understand impact of Quality on deliveryStrong verbal and written communication skillsAbility to drive individual results through coachingAbility to work with a variety of people from various levels within the organizationAbility to share ideas, handle conflicting point of views, and ability to build on other points of viewDemonstrates the ability to run reports, be responsible for them, understand and conduct analysis on themClearly identifies improvements to be achievedAbility to solve problems and offer solutionsAbility to work on their own, to drive improvements within the team and in the organisation by improving the Quality tools and processes- Candidate Experience -Fluent in Luganda and English, alongside a full cultural and linguistic understanding of the marketYou must be able to demonstrate a track record providing 1:1 support to people with accuracy and empathyProven experience with assisting with the implementation of complex operational proceduresTrack record of developing and maintaining expertise on corporate policies and/or community standardsBe capable of analysing data and recognizing trends and themes, and able to use experience to relate to the real environmentHave a proven track record in providing developmental feedback, mentoring and one to one coachingAble to work and collaborate across multiple projects and execute decisions with good judgmentDemonstrated ability to perform well in a rapidly changing environment and across multiple teamsLocation: Nova Atria, Blackthorn Road, Sandyford Business Park, Dublin 18Hours: 37.5 hours per week Monday to Sunday (including Bank Holidays). Some weekend work is also required.Contract Type: PermanentBenefits: Health Care & Extensive Training & Development. Free access to Covalen Group Scheme website, 24-hour Employee Assistance Programme (EAP), Wellness Programme, Tax Saver Scheme, Bike to Work Scheme.
