Job title: Content Writing/Rating-Quality Associate

Location: Alpharetta, GA (remote, may require to work from occassionally)

Various shift is available: Morning/Afternoon/Night shifts

Shifts are:

Morning - 7 am - 4:00 pm EST

Afternoon - 2 pm - 11 pm EST

Night shifts - 10 pm - 7am EST

1. Scope of position

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 could be in English or native language. Sometimes, help in audits for non native ratings as well with the help of a translator.

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 the specific language being selected for. Also fluent written and writing

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

Candidate should be ready to work in a 24/7 environment

Demonstrate excellent verbal and written communication skills

Ability to work with in challenging environment

Strong analytical skills

Ability to run meetings and provide feedbacks

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)