Job Descriptions

Proficiency in any one of the below languages is a key requirement for this role:
Danish, Swedish, German

Job Description:

The Quality Analyst will provide support enabling Operations delivery against the agreed
standards and business requirements. The Quality Analyst will also drive the required
knowledge, skills and attitude of Reps to achieve agreed Quality SLA’s.

The Quality Analyst must monitor, evaluate, council and document employee’s quality
performance and provide coaching assistance as needed to meet goals and expectations.
The Quality Analyst will work closely with the management (TL / RM) to support and drive
Quality results of the team / market.

The Quality Analyst will be an integral contributor, working within and promoting the Covalen
Essence Pillars: Performance Gurus, Client Co-Creators and Excellence Designers.

Duties and Responsibilities:

• Monitors and enhances employee performance through coaching on quality and
the market specific requirements.
• Monitors and enhances Rep performance through training on quality.
• Supports the Market Team Leads to educate and develop all Reps.
• Provide backup to the training department as and when required.
• Attends and participates in meetings to review results.
• Perform, provide and complete data analysis to establish trends as requested.
• Assist Training and Quality Leads in preparing various projects aimed to drive
Quality and operational delivery.
• Handle Quality systems onsite.
• Performs administrative duties as needed.
• Support TL to establish Action Plan or Performance Improvement Plan to
improve Reps quality performance.
• Provide feedback on Policies in order to enhance Quality.
• Monitor cases of assigned agents in any QA spoken languages.
• Provide ongoing feedback to Reps.
• Prepares and distributes reports.
• Attends and participates in professional development activities.
• Delivers just-in-time training to auditors on new or changing Content Policies as
well as “refresher” training on existing Content Policy on an as-needed basis
• Actively re-reviews decision accuracy audits to ensure consistency and alignment
with our community standards and internal policies
• Manages investigations of escalations of inaccurate decisions, to understand the
root cause(s), especially in cases where policies are new, the content is
ambiguous, or the decision has an outsized impact if incorrect

• Mentors auditors on the use of audit tools and systems
• Develops process documentation and aggregates feedback about the
functionality of audit tools
• Any other ad hoc activities that may be required to meet business needs.

Candidate Experience:

• Bachelor’s degree.
• Content moderation, Trust & Safety and/or Content Quality Assurance related
experience in the Social Media industry.
• Proficiency in English (C1 or above).
• Proficiency in the specific language as advertised (C1 or above).
• In-depth contact with local culture and social news.
• Proficiency in Excel and able to form analysis and create reports with both
qualitative and quantitative perspectives.
• A general understanding of AI space.
• Flexibility to work across shifts to effectively respond to and cover daily business
needs.
• Ability to rapidly adapt to changes as per business needs.
• Ability to work under pressure and multi-task.
• Excellent communication and problem-solving skills.

Additional Info:

• Salary: €33,000 per Annum
• Location: Office based / Remote options available for few languages
• Working hours: 37.5 hours / week Monday to Friday (including Bank Holidays)
• Shift: Day (9am to 5.30pm) / Evening (6pm to 2am)
• Pay Schedule: Monthly
• Contract Type: Permanent Full-Time Contract

Skills

• Problem Solving Skills
• Strong Communication

Experience

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