Contact Centre

Contact Centre - Call Quality Assurance SpecialistContact Centre - Call Quality Assurance Specialist

Contact Centre - Call Quality Assurance Specialist

COMPANY BACKGROUND

Click&Go Holidays is a multi-award-winning online travel company based in Dublin city centre. We make it easy for customers to build their ideal holidays by combining flights with great-value accommodation across Europe and beyond. Our standout strength is exceptional customer service — from booking to post-travel, we focus on delivering a trusted, seamless experience.

OUR AMBITION

With a strong culture of best practice and service, we continue to grow by investing in innovation, customer experience, and technology. Whether online or through our contact centre, we aim to make every customer feel supported and valued — and we apply this same service ethos across the entire company.

PURPOSE OF THE JOB

The primary purpose of this role is to monitor, evaluate, and continuously improve the quality of customer interactions across all Contact Centre channels. Using structured QA scorecards, the Quality Assurance Specialist will ensure that every customer receives a consistent, compliant, and customer-centric experience in line with Click&Go Holidays 's 5★ service standards. This role will provide actionable insights to managers, support agent coaching, and help prepare the business for future omnichannel communication platforms.

PRIMARY RESPONSIBILITIES

·Evaluate inbound and outbound interactions across phone, email, and other customer contact channels using standardised QA scorecards.

·Maintain a regular schedule of quality monitoring to ensure consistent service and compliance.

·Provide clear, actionable feedback to managers and team members to support performance improvement.

·Track and analyse quality trends, identifying training needs and opportunities for process improvement.

·Ensure adherence to company policies, brand tone of voice, and regulatory requirements.

·Support the development and rollout of QA frameworks for new communication channels.

·Collaborate with managers to align QA observations with coaching, recognition, and development plans.

·Produce regular QA reports for leadership to monitor quality performance over time.

·Recommend improvements to scripts, templates, and workflows to enhance customer satisfaction and first-contact resolution.

SKILLS REQUIRED

·Excellent listening, analytical, and evaluation skills.

·Strong attention to detail, with the ability to identify patterns and trends in performance.

·Strong verbal and written communication skills for delivering clear feedback.

·Ability to manage sensitive performance data with discretion and professionalism.

·Proficiency in Microsoft Office applications.

PERSONAL ATTRIBUTES

·Customer-focused mindset with a passion for service excellence.

·Objective, fair, and constructive in feedback delivery.

·Highly organised, methodical, and self-motivated.

·Resilient and able to work in a fast-paced environment.

·Collaborative team player who can build positive relationships across teams.

·Committed to continuous improvement and learning.

EXPERIENCE

·Experience in a Call/Email Quality Assurance, customer service evaluation, and training/coaching role within a contact centre environment is highly desirable.

·Proven track record of assessing customer interactions and providing actionable feedback.

·Knowledge of QA methodologies, scoring systems, and performance measurement.

·Demonstrated ability to influence improvements in service quality and customer experience

WORKING LOCATION/HOURS

·Full Time permanent positionMonday-Friday 09.00hrs – 17.30hrs.

·Position is primarily office based in Dublin 1, with the option of hybrid working after a 6-month probation period.

THE PERKS

·Friendly, supportive working environment.

·Being part of rapidly expanding company with strong market growth.

·Dublin city centre office location and option to work from home.

·Competitive salary.

·Option of Hybrid working

·Additional Leave

oBased on length of service after 2 years

oAnniversary leave, based on 5, 10 and 15 years in service

·Discounted Holidays

·Monthly Lunch Social

APPLY NOW

To apply, send your CV and brief cover email to , outlining how your skills align with the role.

Seniority level

• Seniority levelEntry level

Employment type

• Employment typeFull-time

Job function

• Job functionQuality Assurance
• IndustriesTravel Arrangements

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