The primary objective of the Quality Analyst is to perform quality audits on already rated content. Content could be in the form of audio, video, text, photos where raters/peers have passed their individual judgements/decisions, restricted within the options being provided as per the task guidelines to facilitate project objectives. These audits will be in English language. Passion in current affairs, editorial.
2. Key responsibilities
Inspect, monitor, record and report quality data
The candidate should be well versed with Quality parameters and provide TNI
Identify areas requiring training and ensure gaps are completely filled within a given time frame.
Collaborate with supervisors for performance enhancement of least performing personnel.
Identify, estimate and correct deviations and defects in quality system process
Prepare a list of deviations for correction and verify corrections as per established company standards.
Provide feedback and suggestions for process improvement.
Publish dashboards at defined intervals.
Shows flexibility/ownership and works under pressure situation
Open towards learning and ability to accept feedback/ suggestions for improvement
Ensure confidentiality, availability and integrity of the data
Able to guide the team by implementing best practices and always lead-by-example
Perform calibrations session with the team
Adhere to company procedures, policies and guidelines
All KPI related tasks must be followed & adhered to avoid business impact
Evaluate agent's ratings to ensure they align with the established guidelines, approving or rejecting them as necessary
Offer support to agents by explaining ratings and feedback based on the guidelines, ensuring understanding and improvement
Stay up-to-date with world news to ensure the most accurate and relevant audits, incorporating current event and developments into the evaluation process
Drive continuous improvement initiatives
Collaborate with customer and provide insights on needs basis
3. Skills/qualifications required
Language Proficiency: Written and Verbal expertise in English language.
Bachelors degree in English language, or equivalent degree in Journalism or similar background.
Cultural Affinity: Must have a good knowledge like a Native on the cultural and other traditional aspects about the country the language has mainly originated from.
Willingness to take initiatives and ready to learn
Basic knowledge of Google Sheets
Good Knowledge of Lean and 7QC tools with be a plus
Demonstrate excellent verbal and written communication skills
Ability to work with in challenging environment
Strong analytical skills
Ability to run meetings and provide feedback
Ability to notice and accurately assess even the smallest details
Ability to manage time efficiently and meet deadlines
Problem solving: ability to identify issues and propose effective solutions
Journalism or Editorial background (preferred).
Seniority level
Associate
Employment type
Full-time
Job function
Writing/Editing
Industries
IT Services and IT Consulting
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