Quality Auditing Associate

Job Description

Roles and Responsibilities: Quality Assessment: Assess the performance and quality of analysts on the project, ensuring compliance with established standards and client expectations. Volume and Quality Targets: Meet both volume and quality targets for all quality assurance audits, ensuring efficient and effective evaluations that adhere to the client's needs. Client Knowledge and Process Development: Develop and maintain a deep understanding of the client's business processes, goals, and requirements, ensuring that content moderation aligns with these objectives. Service Level Agreements (SLAs): Ensure thorough understanding of client Service Level Agreements (SLAs) and department key performance requirements to meet and exceed service expectations consistently. Continuous Skill Development: Continuously develop product, industry, and business skills through on-the-job experience and classroom training to stay updated on the latest trends and best practices. Process Calibration: Participate in calibration sessions with clients and cross-vendor teams, ensuring consistency and alignment in content moderation practices across all stakeholders. Escalation Management: Take responsibility for managing and resolving escalations effectively, ensuring that issues are addressed promptly and efficiently. Root Cause Analysis (RCA): Identify and analyze root causes of business-related issues, providing actionable recommendations to improve overall client satisfaction and performance. Incident Monitoring and Tracking: Assist with monitoring and tracking incidents, ensuring that all issues are resolved in a timely manner and that service delivery is uninterrupted. Feedback and Coaching: Deliver both individual and group feedback to analysts, providing coaching and motivation to improve performance. Encourage a growth-oriented environment for analysts to continuously improve their skills. .