Job Description

QUALITY ANALYST - MUST BE ABLE TO TRAVEL TO THE MASON, OH SITE

Opportunity awaits a diligent, highly organized, and motivated Quality Analyst with a critical eye for detail at our 24/7 facility located in Mason, Ohio. You should be analytical with an interest in content and people, work well under pressure with strong problem-solving skills. Join us in working in a growing industry that supports a global social media giant! Make an impact by joining our team at Webhelp!

We’re looking for a Quality Analyst to work with Content Moderators and audit their daily performance with one of social media’s largest platforms. As a Content Moderation Quality Analyst, you will help steer the quality assurance program to ensure accuracy in content moderation decisions.

You’ll join our fun-loving global community of more than 90,000 passionate people who work across 160 locations in over 49 countries delivering exceptional customer experiences for some of the world’s leading brands. Being a people-first company, we put people at the heart of our business, and this is when everything comes alive.

WHAT YOU’LL BE DOING

• Capturing continuous improvement opportunities and closing loops through effective coaching techniques
• Producing actionable insight and recommendations
• Perform a quality program analysis, driving consistency and continuous improvement across workflows/processes
• Perform quality reviews for agents assigned to you which will include reviewing potentially graphic, controversial, and sometimes offensive video content in line with community guidelines
• Provide coaching to Team Leads and Content Moderators to improve the team’s quality performance
• Improve KPIs by evolving the quality assurance system to better identify, measure, and improve opportunities in processes, tools, and training
• Work alongside company product, enforce and partner with teams to prepare for product launches, and keep pace with policy changes
• Create SMART action plans and must understand progress to plan/measure improvements

WHAT YOU’LL NEED

• High School diploma or GED certificate
• Minimum 1-year experience in a call center or other high-volume environment
• Minimum 1-year experience in quality control or quality management role
• Ability to deliver feedback and effective coaching in partnership with Team Leaders and Operations Manager
• High level of attention to detail when calibrating evaluations
• Experience in achieving targets
• MS Office Suite
• Strong verbal and written communication skills
• Excellent organizational and time management skills
• Ability to make fair and consistent judgments and decisions
• Must be a problem solver and offer suggestions in a positive/developmental manner
• Ability to listen attentively while observing and use data to analyze Content Moderators’ performance
• Perform basic mathematical functions to ensure scoring accuracy
• Must effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
• Experience in content policy, anti-abuse, and reviewing online content is a plus
• Ability to analyze data and provide solutions with excellent attention to detail

PHYSICAL REQUIREMENTS

The physical demands described hare are representative of those that must be met by an employee to successfully perform the essential functions of this job. Individuals will be required to stand, walk and/or otherwise traverse in order to be accessible to the production floor for extended periods of time. The person will be required to regularly exert at least 10 lbs. of force to push, pull or otherwise move objects and may be required to carry or lift objects up to 50 lbs. The worker is required to have close visual acuity and perform activities such as: preparing and analyzing data and/or documents; viewing a computer terminal and/or visual inspection of products or machinery. The person in this position may need to occasionally climb stairs, bend, reach, kneel or twist for minimal periods of time. Employees should not attempt to lift, pull or push weights in excess of 50 lbs. without assistance. Care should always be taken when lifting, pushing or pulling in an awkward position.

WHAT WE OFFER

• Paid on the job and continuous training
• Employee Referral Bonus
• 401K + 6% company match
• Competitive Healthcare Benefits
• Paid time off
• Fun Culture
• And MORE!

Each Webhelper brings a different energy, passion, a unique set of skills and talents. This strand of our DNA sets us apart and is how we enrich customer experience and business solutions for our clients. Take this opportunity to

join our collaborative team of game-changers today. #WEAREWEBHELP

Opportunity awaits a diligent, highly organized, and motivated Quality Analyst with a critical eye for detail at our 24/7 facility located in Mason, Ohio. You should be analytical with an interest in content and people, work well under pressure with strong problem-solving skills. Join us in working in a growing industry that supports a global social media giant! Make an impact by joining our team at Webhelp!

We’re looking for a Quality Analyst to work with Content Moderators and audit their daily performance with one of social media’s largest platforms. As a Content Moderation Quality Analyst, you will help steer the quality assurance program to ensure accuracy in content moderation decisions.

You’ll join our fun-loving global community of more than 90,000 passionate people who work across 160 locations in over 49 countries delivering exceptional customer experiences for some of the world’s leading brands. Being a people-first company, we put people at the heart of our business, and this is when everything comes alive.

WHAT YOU’LL BE DOING

• Capturing continuous improvement opportunities and closing loops through effective coaching techniques
• Producing actionable insight and recommendations
• Perform a quality program analysis, driving consistency and continuous improvement across workflows/processes
• Perform quality reviews for agents assigned to you which will include reviewing potentially graphic, controversial, and sometimes offensive video content in line with community guidelines
• Provide coaching to Team Leads and Content Moderators to improve the team’s quality performance
• Improve KPIs by evolving the quality assurance system to better identify, measure, and improve opportunities in processes, tools, and training
• Work alongside company product, enforce and partner with teams to prepare for product launches, and keep pace with policy changes
• Create SMART action plans and must understand progress to plan/measure improvements

WHAT YOU’LL NEED

• High School diploma or GED certificate
• Minimum 1-year experience in a call center or other high-volume environment
• Minimum 1-year experience in quality control or quality management role
• Ability to deliver feedback and effective coaching in partnership with Team Leaders and Operations Manager
• High level of attention to detail when calibrating evaluations
• Experience in achieving targets
• MS Office Suite
• Strong verbal and written communication skills
• Excellent organizational and time management skills
• Ability to make fair and consistent judgments and decisions
• Must be a problem solver and offer suggestions in a positive/developmental manner
• Ability to listen attentively while observing and use data to analyze Content Moderators’ performance
• Perform basic mathematical functions to ensure scoring accuracy
• Must effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
• Experience in content policy, anti-abuse, and reviewing online content is a plus
• Ability to analyze data and provide solutions with excellent attention to detail

PHYSICAL REQUIREMENTS

The physical demands described hare are representative of those that must be met by an employee to successfully perform the essential functions of this job. Individuals will be required to stand, walk and/or otherwise traverse in order to be accessible to the production floor for extended periods of time. The person will be required to regularly exert at least 10 lbs. of force to push, pull or otherwise move objects and may be required to carry or lift objects up to 50 lbs. The worker is required to have close visual acuity and perform activities such as: preparing and analyzing data and/or documents; viewing a computer terminal and/or visual inspection of products or machinery. The person in this position may need to occasionally climb stairs, bend, reach, kneel or twist for minimal periods of time. Employees should not attempt to lift, pull or push weights in excess of 50 lbs. without assistance. Care should always be taken when lifting, pushing or pulling in an awkward position.

WHAT WE OFFER

• Paid on the job and continuous training
• Employee Referral Bonus
• 401K + 6% company match
• Competitive Healthcare Benefits
• Paid time off
• Fun Culture
• And MORE!

Each Webhelper brings a different energy, passion, a unique set of skills and talents. This strand of our DNA sets us apart and is how we enrich customer experience and business solutions for our clients. Take this opportunity to

join our collaborative team of game-changers today. #WEAREWEBHELP

Company Description

Webhelp is a global business process and customer experience outsourcing company specializing in Sales, Support, Services, Human Resources, Training & Back Office. We are a trusted partner of multiple fortune 500 companies and are looking to bring talented and motivated individuals to our highly successful teams.