Quality and Support Analyst

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

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

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.

Proactively identify areas of our content policies/operational guidelines requiring training and coordinate findings with training partners to bridge knowledge gaps...