Quality Analyst - Social Media
Current• Perform, provide and complete data analysis to establish trends as requested.• Handle Quality systems onsite.• Assist Training and Quality Leads in preparing various projects aimed to drive Quality and operational delivery.• Monitor cases of assigned agents in any QA spoken languages.• Support TL to establish Action Plan or Performance Improvement Plan to improve Reps quality performance.• Mentors auditors on the use of audit tools and systems• Develops process documentation and aggregates feedback about the functionality of audit tools• 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• Actively re-reviews decision accuracy audits to ensure consistency and alignment with our community standards and internal policies• Provide feedback on Policies in order to enhance Quality.• Monitors and enhances Rep performance through training on quality.Prepares and distributes reports.
