CX Quality Analyst

2 weeks ago

Dublin, Dublin City, Ireland TN Ireland Full time

Company Description
Dropbox builds simple, powerful products for people and businesses. 500 million people around the world use Dropbox to work the way they want, on any device, wherever they go. With 200,000 businesses on Dropbox Business, we're transforming everyday workflows and entire industries.
We believe technology should get out of the way, so there's no limit to what people can do. We're a thoughtful, tightly-knit team that's committed to realizing ambitious ideas.
We're building the next great technology company and have partnered with ManpowerGroup, a world leader in workforce solutions, to support our contractor recruitment program across EMEA.

Role Description
We are looking for a Customer Experience Quality Analyst to join our CX - Quality team.
This is a fully remote role (within Ireland) on a 12 month contract

Position Responsibilities:

  • Identifying agents' individual areas of opportunities to improve overall performance and provide constructive, developmental feedback based on thorough and detailed review of their work
  • Participate and lead meetings to drive alignment
  • Work with Vendor Quality teams to ensure alignment to Dropbox internal CX quality standards for support agents
  • Provide ongoing feedback to various stakeholders to ensure elements critical to the customer experience are appropriately actioned
  • Provide coaching feedback directly to agents in 1-1 and small group settings
  • Participate in monthly calibration to align with other evaluators
  • Analyze customer sentiment, identify trends, and recommend solutions as needed
  • Partner with leadership on coaching and performance management, including team progress reporting
  • Provide temporary support for specific global support queues, in times of OSLA
  • Support in initiatives developing improved automation to support customers and agents

Position Requirements:

  • Bachelor's degree in a relevant field or equivalent work experience
  • Experience working in a customer support environment either in a customer service or sales capacity
  • Experience with coaching or delivering feedback
  • Clear and concise written and verbal communication skills
  • Previous experience with Quality Management software preferred
  • Demonstrated agility and adaptability. Willingness to learn and try new things. Ability to pivot quickly
  • Ability to analyze quantitative and qualitative data, using various tools and methods (RCA, spreadsheets, pivot tables, DSAT)
  • Previous experience in Customer Experience or Contact Center Quality Assurance is preferred
  • Project management experience is preferred

Note: only shortlisted candidates will be contacted. Please apply only if you are currently in Ireland and eligible to work full-time in Ireland.

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