Quality and Support Analyst

Support every aspect of internal audit

quality from audit planning, implementation, feedback and re-audit

as required.

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Complete all audits in the required

timeframe and provide timely and usable feedback to ‘Agents’ to

drive improved

performance.

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Proactively identify areas of our content

policies / operational guidelines requiring training and coordinate

findings with training partners to bridge knowledge

gaps

Collaborate with relevant Operations

team(s) and Quality Manager(s) for performance enhancement of

personnel not meeting effectiveness

metrics.

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.

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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.

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Mentor new teammates the use of audit

tools and systems

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Develop process documentation and

aggregate feedback about the functionality of audit tools

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

Recognize trends and patterns, and

escalate issues regarding Client policy to the global team for

mitigation

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Use market specific knowledge, signals

and insights to spot and scope scalable solutions to improve the

support of our community of users

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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

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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.

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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).

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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

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Investigate and resolve issues that are

reported on Client such as requests for account support and reports

of potentially abusive

content

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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

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Recommended

Qualifications

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Passion for providing 1 : 1 support to

people with accuracy and empathy

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2+ years' experience in a quality control

environment

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Written and verbal language proficiency

in English and at least one local language supported at the site

(see Section

6.8).

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Strong practical experience with Excel

(PivotTable, Charts, Statistical functions) is

essential

Experience with Tableau / Power BI or other

similar tools is a plus

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Exceptional attention to detail and

nuance

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Demonstrated ability to perform well in a

highly dynamic, rapidly changing

environment

Strong critical thinking and

problem-solving

skills

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Ability to multitask and work

independently in an unstructured

environment

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

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