Quality Analyst - Hindi Speaker
- Southside Dublin
- Permanent
- Full-time
- Monitors and enhances employee performance through coaching on quality and the market specific requirements
- Supports the Market Team Leads to educate and develop all Reps
- Prepares and distributes reports
- Perform data analysis to establish trends as requested
- Assist Training and Quality Leads in preparing various projects aimed to drive Quality and operational delivery
- Performs administrative duties as needed
- Support TL to establish Action Plan or Performance Improvement Plan to improve Reps quality performance
- Monitor cases of assigned agents in any QA spoken languages
- Delivers 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 policies
- Mentors' auditors on the use of audit tools and systems
- Develop process documentation and aggregates feedback about the functionality of audit tools
- Ability to understand the principles of Quality in the business
- Ability to understand impact of Quality on delivery
- Strong verbal and written communication skills
- Ability to drive individual results through coaching
- Ability to work with a variety of people from various levels within the organization
- Ability to share ideas, handle conflicting point of views, and ability to build on other points of view
- Demonstrates the ability to run reports, be responsible for them, understand and conduct analysis on them
- Clearly identifies improvements to be achieved
- Ability to solve problems and offer solutions
- Ability to work on their own, to drive improvements within the team and in the organisation by improving the Quality tools and processes
- Fluent in Hindi and English, alongside a full cultural and linguistic understanding of the market
- You must be able to demonstrate a track record providing 1:1 support to people with accuracy and empathy
- Proven experience with assisting with the implementation of complex operational procedures
- Track record of developing and maintaining expertise on corporate policies and/or community standards
- Be capable of analysing data and recognizing trends and themes, and able to use experience to relate to the real environment
- Have a proven track record in providing developmental feedback, mentoring and one to one coaching
- Able to work and collaborate across multiple projects and execute decisions with good judgment
- Demonstrated ability to perform well in a rapidly changing environment and across multiple teams