CX Quality Analyst

2 weeks ago

Dublin, Dublin City, Ireland Manpower 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.
You will be working with a thoughtful, highly analytical team that's committed to meeting the needs of a dynamic, customer-centric organization. The CX-Quality team strives to understand the voice of our customers and drives behaviors that lead to the best possible customer journeys.
This is a fully remote role (within Ireland) on a 12 month contract.

Position Responsibilities:

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

Position Requirements:

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

Dropbox is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure all people feel supported and connected at work. A big part of that effort is our support for members and allies of internal groups like Asians at Dropbox, BlackDropboxers, Latinx, Pridebox (LGBTQ), Vets at Dropbox, Women at Dropbox, ATX Diversity (based in Austin, Texas) and the Dropbox Empowerment Network (based in Dublin, Ireland).

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

For further details and interest in discussing further, reach out to me at [emailprotected]

#J-18808-Ljbffr

  • CX Quality Analyst

    3 weeks ago

    Dublin, Dublin City, Ireland ManpowerGroup Ireland Full time

    Company DescriptionDropbox 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...

  • CX Quality Analyst

    2 weeks ago

    Dublin, Dublin City, Ireland TN Ireland Full time

    Company DescriptionDropbox 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...

  • CX Quality Analyst

    7 days ago

    Dublin, Dublin City, Ireland TN Ireland Full time

    Company DescriptionDropbox 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...

  • CX Quality Assurance Specialist

    5 days ago

    Dublin, Dublin City, Ireland ManpowerGroup Ireland Full time

    Role DescriptionWe 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.You will be working with a thoughtful, highly analytical team that's committed to meeting the needs of a dynamic, customer-centric organization.

  • CX AI Content Analyst

    4 weeks ago

    Dublin, Dublin City, Ireland Manpower Ireland Full time

    Company DescriptionDropbox 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...

  • CX AI Content Analyst

    4 weeks ago

    Dublin, Dublin City, Ireland Manpower 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...

  • Quality Analyst

    3 days ago

    Dublin, Dublin City, Ireland Cpl Healthcare Full time

    Quality Analyst Job Description: The Quality Analyst will provide support enabling Operations delivery against the agreed standards and business requirements.The Quality Analyst will also drive the required knowledge, skills and attitude of Reps to achieve agreed Quality SLA's.The Quality Analyst must monitor, evaluate, counsel and document employee's...

  • Quality Analyst

    1 week ago

    Dublin, Dublin City, Ireland CPL Full time

    Quality Analyst Job Description: The Quality Analyst will provide support enabling Operations delivery against the agreed standards and business requirements. The Quality Analyst will also drive the required knowledge, skills and attitude of Reps to achieve agreed Quality SLA's. The Quality Analyst must monitor, evaluate, council and document employee's...

  • Quality Analyst

    7 days ago

    Dublin, Dublin City, Ireland Cpl Healthcare Full time

    Quality AnalystJob Description:The Quality Analyst will provide support enabling Operations delivery against the agreed standards and business requirements. The Quality Analyst will also drive the required knowledge, skills and attitude of Reps to achieve agreed Quality SLA's.The Quality Analyst must monitor, evaluate, counsel and document employee's quality...

  • Quality Analyst

    1 week ago

    Dublin, Dublin City, Ireland Cpl Healthcare Full time

    Quality AnalystJob Description:The Quality Analyst will provide support enabling Operations delivery against the agreed standards and business requirements. The Quality Analyst will also drive the required knowledge, skills and attitude of Reps to achieve agreed Quality SLA's.The Quality Analyst must monitor, evaluate, counsel and document employee's quality...

  • Quality Analyst

    5 days ago

    Dublin, Dublin City, Ireland Cpl Healthcare Full time

    Role - Quality Analyst German speaker (Social media)Location - DublinContract type - PermanentWork model - Onsite (Sandyford)Working hours - Mon - Fri 9am - 5:30pm or 6 pm till 2 am with shift premiumLanguage - GermanAt Covalen, we're not just a business process outsourcing (BPO) service provider – we're industry pioneers collaborating with organizations...

  • Quality Analyst

    1 week ago

    Dublin, Dublin City, Ireland TN Ireland Full time

    Social network you want to login/join with:Quality Analyst - German Speaker, DublinClient:CplLocation:Dublin, IrelandJob Category:OtherEU work permit required:YesJob Reference:e92fabfcbeacJob Views:2Posted:30.03.2025Expiry Date:14.05.2025Job Description:The Quality Analyst will provide support enabling Operations delivery against the agreed standards and...

  • Quality Analyst

    2 weeks ago

    Dublin, Dublin City, Ireland TN Ireland Full time

    Social network you want to login/join with:Quality Analyst - French Speaker, DublinClient: CplLocation: Dublin, IrelandJob Category: OtherEU work permit required: YesJob Reference:70e2d368288eJob Views:2Posted:28.03.2025Expiry Date:12.05.2025Job Description:The Quality Analyst will provide support enabling Operations delivery against the agreed standards and...

  • Business Quality Analyst

    2 days ago

    Dublin, Dublin City, Ireland Cpl Healthcare Full time

    We're seeking a Business Quality Analyst to join our team at Cpl Healthcare. As a Business Quality Analyst, you will play a critical role in ensuring that our operations are delivered against agreed standards and business requirements. Your primary responsibility will be to monitor and enhance employee performance through coaching on quality and...

  • Quality Analyst

    2 weeks ago

    Dublin, Dublin City, Ireland Cpl Healthcare Full time

    Role - Quality Analyst German speaker (Social media)Location - DublinContract type - PermanentWork model - Onsite (Sandyford)Working hours - Mon - Fri 9am - 5:30pm or 6 pm till 2 am with shift premiumLanguage - GermanAt Covalen, we're not just a business process outsourcing (BPO) service provider – we're industry pioneers collaborating with organizations...

  • Quality Analyst

    7 days ago

    Dublin, Dublin City, Ireland TN Ireland Full time

    Social network you want to login/join with:Quality Analyst (social media) - Italian, DublinClient:CplLocation:Dublin, IrelandJob Category:OtherEU work permit required:YesJob Reference:618ace609a38Job Views:2Posted:02.04.2025Expiry Date:17.05.2025Job Description:Role - Quality Analyst (Social Media) - ItalianLocation - DublinContract type - PermanentWorking...

  • Quality Analyst

    2 weeks ago

    Dublin, Dublin City, Ireland TN Ireland Full time

    Social network you want to login/join with:Quality Analyst (Social Media) - German, DublinClient:CplLocation:Dublin, IrelandJob Category:OtherEU work permit required:YesJob Reference:e72c0062f526Job Views:8Posted:15.03.2025Expiry Date:29.04.2025Job Description:Role - Quality Analyst (Social media)Location - DublinContract type - PermanentWorking hours - Mon...

  • Quality Analyst

    1 day ago

    Dublin, Dublin City, Ireland Cpl Full time

    The Quality Analyst will provide support enabling Operations delivery against the agreed standards and business requirements. The Quality Analyst will also drive the required knowledge, skills and attitude of Reps to achieve agreed Quality SLA's.  The Quality Analyst must monitor, evaluate, council and document employee's quality performance and provide...

  • Quality Analyst

    2 weeks ago

    Dublin, Dublin City, Ireland Covalen Solutions Full time

    Join to apply for the Quality Analyst - German Speaking role at CovalenLocation – Dublin 18Contract type - Permanent FulltimeWork model – OnsiteWorking hours - Monday to Friday (including BH), 9 AM till 5:30 PM or 6 PM till 2 AMJob Description:The Quality Analyst will provide support enabling Operations delivery against the agreed standards and business...

  • Quality Analyst

    3 weeks ago

    Dublin, Dublin City, Ireland Cpl Healthcare Full time

    Role - Quality Analyst German speaker (Social media)Location - DublinContract type - PermanentWork model - Onsite (Sandyford)Working hours - Mon - Fri 9am - 5:30pm or 6 pm till 2 am with shift premiumLanguage - GermanAt Covalen, we're not just a business process outsourcing (BPO) service provider – we're industry pioneers collaborating with organizations...