Full-Time Quality Analyst

Assist the Quality Team Lead in ensuring consistency of quality reviews across the Turnitin Assessment Technical support team, nearshore and offshore business partners.

Key Responsibilities and Outputs:

1. Accurately measure and record individual and team quality performance using current QA Scorecard and Key Performance Indicators (KPIs).
2. Assist in staff inductions, setting quality expectations within the Assessment Technical Support team, and nearshore and offshore business partners.
3. Provide feedback of quality reviews and identify training and coaching needs to the Quality Team Lead.
4. Identify trends in individual and team quality over time, as well as trends with nearshore and offshore Business Partners.
5. Assist with quality calibration sessions within the Turnitin Assessment technical support teams.
6. Document processes and procedures and proactively identify improvements.
7. Identify opportunities for improvements in quality and overall support experience across the Turnitin Assessment Technical support team and with nearshore and offshore business partners.
8. Carry out an agreed number of quality reviews on a monthly basis for the Turnitin Assessment Technical support team and nearshore and offshore business partners.
9. Assist in projects within the Turnitin Assessment Technical support team to improve quality results.
10. Assist Quality Team Lead on delivery of OKRs set for the Quality, Knowledge & Training team.
11. Assist in the upkeep of the case quality review form, ensuring that this evolves in line with the needs of the team.
12. Monitor quality performance at team and individual level – share with Quality Team Lead.

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