Quality and Support Analyst

TP group; Dublin; On-site; EUR 40,000 - 55,000; Full time

Job summary

A leading tech company in Dublin is looking for a Quality & Support Analyst to support and coach team members while enforcing policies and driving quality performance. The successful candidate will manage audits, mentor agents, and ensure adherence to content policies while demonstrating empathy and accuracy in their interactions. This role requires strong analytical skills, experience in quality control, and a passion for supporting others within a dynamic environment.

Qualifications

• 2+ years’ experience in a quality control environment.
• Written and verbal proficiency in English and at least one local language.
• Strong practical experience with Excel is essential.

Responsibilities

• Support auditing and accuracy decisions made by moderation staff.
• Mentor new teammates on audit tools and systems.
• Investigate and resolve issues related to account support.

Skills

Accuracy in support

Empathy

Attention to detail

Critical thinking

Tools

Excel

Tableau

Power BI

Job description

Quality & Support Analyst

We consider this role a tenured agent who supports and coaches team members while enforcing policies and driving quality performance, all while balancing the need for efficiency. The analyst will be the main liaison between training, quality, and operations.

Responsibilities

• Partner with Client internal teams to ensure that decisions made by Vendor’s content moderation staff are audited for accuracy and that performance feedback is shared with responsible teams.
• Support every aspect of internal audit quality from audit planning and implementation to feedback and re-audit as required.
• Complete all audits in the required timeframe and provide timely, usable feedback to Agents to drive improved performance.
• Proactively identify areas of content policies/operational guidelines requiring training and coordinate findings with training partners to bridge knowledge gaps.
• Collaborate with relevant Operations teams and Quality Managers for performance enhancement of personnel not meeting effectiveness metrics.
• Become and remain knowledgeable about Client products and community standards, serving as the expert to ensure awareness and understanding of Content Policy and Operational Guidelines and reinforcing associated changes to operations teams.
• Make balanced decisions related to effectiveness metrics and act as an advocate for the community by reinforcing process and policy changes to operations teams.
• Mentor new teammates on using audit tools and systems.
• Develop process documentation and aggregate feedback about the functionality of audit tools.
• Identify, aggregate, prioritize, and report inefficiencies and error trends in processes, systems, tools, or policy through root cause analysis and suggest solutions via action plans.
• Recognize trends and patterns and elevate issues regarding Client policy to the global team for mitigation.
• Use market-specific knowledge, signals, and insights to spot and scope scalable solutions that improve support for the community of users.
• Work closely with Quality Leaders to develop and support the planning and design of improvement initiatives.
• Coach and mentor new hire Agents during the nesting phase on the floor.
• Provide real‑time support by resolving inquiries, coaching, and mentoring with high quality, speed, empathy, and accuracy to tenured Agents post onboarding. This includes side‑by‑side coaching, team huddles, and RCA coaching.
• Assist in the implementation and follow‑through of corrective and preventive action plans for performance improvement focused on accuracy while balancing efficiency.
• Remain knowledgeable about Client products and community standards, and provide additional support for process and policy changes in collaboration with the training team (e.g., one‑on‑one, side‑by‑side, real‑time support, team huddles).
• Demonstrate strong interpersonal skills, verbal and written communication skills, and empathy.
• Display a strong bias toward doing what’s right for the community in supporting Client’s mission to #ShipLove.
• Investigate and resolve issues reported on Client such as account support requests and reports of potentially abusive content.
• Enforce Client’s Terms of Use by carefully monitoring abuse reports on the site.
• Review production jobs within agreed turnaround times and quality standards.

Recommended Qualifications

• Passion for providing 1:1 support to people with accuracy and empathy.
• 2+ years’ experience in a quality control environment.
• Written and verbal language proficiency in English and at least one local language supported at the site (see Section 6.8).
• Strong practical experience with Excel (PivotTable, charts, statistical functions) is essential.
• Experience with Tableau, Power BI, or other similar tools is a plus.
• Exceptional attention to detail and nuance.
• Demonstrated ability to perform well in a highly dynamic, rapidly changing environment.
• Strong critical thinking and problem‑solving skills.
• Preferred trust and safety experience.
• Ability to multitask and work unstructured environment.
• High affinity and cultural awareness of political/social situations regarding the relevant market/region that will be supported by each Agent, critical for nuanced policy decisions in accordance with Client’s abuse standard policies and training materials.