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Quality Analyst

1 month ago

Dublin, Dublin City, Ireland Cpl Full time

Role - Quality Analyst German speaker (Social media)

Location - Dublin

Contract type - Permanent

Work model - Onsite (Sandyford)

Working hours - Mon - Fri 9am - 5:30pm or 6 pm till 2 am with shift premium

Language - German

Cpl is a business process outsourcing (BPO) service provider that has been collaborating with organizations worldwide for over 25 years. From established sectors to cutting-edge industries, our tailored BPO solutions forge powerful partnerships, helping clients achieve their unique goals. We've built enduring relationships in Financial Services, Technology, and Utilities, working with some of the globe's largest and most forward-thinking companies.

Quality Analyst

The Quality Analyst plays a critical role in ensuring the high quality of our services. This involves monitoring, evaluating, and coaching employees to meet performance expectations. The Quality Analyst will work closely with management to drive quality results and contribute to the Cpl Essence Pillars: Performance Gurus, Client Co-Creators, and Excellence Designers.

Duties and Responsibilities

  • Monitors and enhances employee performance through coaching on quality and market-specific requirements.
  • Monitors and enhances Rep performance through training on quality.
  • Supports Market Team Leads to educate and develop all Reps.
  • Provides backup to the training department as needed.
  • Attends and participates in meetings to review results.
  • Performs data analysis to establish trends as requested.
  • Assists Training and Quality Leads in preparing projects to drive Quality and operational delivery.
  • Handles Quality systems onsite.
  • Performs administrative duties as needed.
  • Supports TL in establishing Action Plans or Performance Improvement Plans to improve Reps' quality performance.
  • Provides feedback on Policies to enhance Quality.
  • Monitors cases of assigned agents in any QA spoken languages.
  • Provides ongoing feedback to Reps.
  • Prepares and distributes reports.
  • Attends and participates in professional development activities.
  • Delivers just-in-time training to auditors on new or changing Content Policies, as well as