Quality Analyst

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You want to take more responsibilities and develop your career here at CCC?

For our location in Izmir we are currently looking for a Quality Analyst.

Overview of tasks:

• Audit delivery - weekly target to clear the queues before Friday EOD

• Process and respond to the disputes by accepting or rejecting in a timely manner

• Daily discussion with SMEs for closed disputes, viral tickets, new trends, market confusions and edgy tickets 
  

• Discuss edgy tickets with the Quality Management and escalate disagreements with SMEs for final guidance

• Raise questions to market point of contacts for further clarification and spread the knowledge to Content Moderators and Policy, Training and Quality Team
  

• Shadow frequent errors made by Content Moderators and SMEs

• Support QM in providing root cause analysis related to dips in the scores and report real-time issues that might lead to them

• Manage quality escalations process and root cause analysis

• Conduct policy studies and support policy update launches

• Develop and participate in implementation of action plans to enhance our market processes 

We are looking for:

• Experience working for our project for more than 6 months; first experience as an SME is a plus

• Accuracy score above 98% and low AHT

• Strong proficiency in English and good communication skills

• Socio-cultural awareness, Turkish market knowledge and mother tongue proficiency in Turkish

• Analytical skills and an eye for details

• Solution-oriented and structured way of working 

• Strong negotiator but respectful and appreciative when cooperating with colleagues

• Responsible personality and good teamwork

• Flexibility to work in full-time