Responsibilities

Quality Audits and Assessments Conduct thorough audits on Quality Analysts evaluations to ensure consistency and alignment with client standards and expectations.

Review and validate scoring accuracy, calibration, and overall adherence to established quality guidelines and social media policies.

Perform deep-dive analyses on critical cases to identify trends, gaps, and areas for improvement.

Generate detailed reports on audit findings, highlighting root causes of discrepancies and offering actionable recommendations.

Develop and monitor key quality performance indicators (KPIs), such as accuracy, compliance, and error rate, across the QA team.

Present insights and data trends to stakeholders, including client management, to align on quality improvement initiatives.

Lead calibration sessions with Quality Analysts to standardize evaluation methods and improve scoring accuracy.

Deliver feedback in a constructive manner, coaching Quality Analysts on how to maintain consistent standards.

Proactively seek out opportunities to improve quality audit processes, introducing best practices from within the industry.