Regulatory Compliance Project Manager

Project Manager Service Quality Specialist 14 month maternity cover contract Location: Dublin City (Hybrid) 2 days on site per week Salary per year €63,470 The Consumer Services Division empowers and protects consumers to choose and use postal and telecommunications services with confidence. It identifies and understands consumer harms and needs. It raises awareness of, and implements, rights and protections to mitigate those harms.It also supports consumers by ensuring that they have easy access to the information and tools they need, effective customer care, complaint handling, and redress mechanisms. The Consumer Care Team handles consumer queries in relation to Electronic Communications Services (ECS), Premium Rate Services (PRS) and postal services. The Consumer Care team also escalates consumer complaints to ECS and PRS providers, and records complaints from end-users relating to the accessibility of services under the European Accessibility Act (EAA). Role and Responsibilities The primary role of the Consumer Care Service Quality Specialist is to ensure that the quality of service provided by the Company, is maintained to the highest standard across queries, complaints and escalated contacts. This is an operational role with an emphasis on quality of service measured by efficiency, consumer satisfaction and compliance to regulatory requirements. The successful candidate will: Develop a bespoke consumer care quality programme suitable for complex and varied case types designed to ensure the best possible consumer experience at scale Conduct deep dives to identify process and policy gaps and implement corrective actions Work with the consumer care vendor team to develop guidance and strategies for maximising consumer satisfaction metrics Work with the consumer care vendor team to develop operational strategies and techniques to maximise agent productivity Become a subject matter expert in regulatory and legal guidance informing consumer care policies Work with the Consumer Care data analyst to ensure data captured meets reporting and data hygiene guidelines Work with our outsourced vendor partner to ensure all contractual obligations are met with respect to operational standards and processes Collaborate with consumer care stakeholders to identify obstacles to delivering service quality gaps and develop solutions to fill them Develop a framework for measuring consumer satisfaction and subsequent implementation and monitoring. Manage the day-to-day relationship with the outsourced vendor to improve contact handling and act as a resource for resolution of complex queries. Complete calibrations with the Company's vendor partner to maximise agent performance and quality Qualifications & Experience Substantial experience working in a customer care or similar function with team leadership and quality management responsibilities. Experience managing operational KPIs with a track record of improving performance over time. Excellent verbal and written communication skills. Ability to develop a programme of work involving multiple stakeholders Proven ability to operate collaboratively at all levels within an organisation Experience in vendor management or operational excellence Experience creating customer support quality frameworks and overseeing adherence to quality protocols. Quality certification from professional body such as COPC or similar Experience in lean or six sigma methodologies in a customer support setting o Experience in writing quality system specifications Experience working with regulatory or legal stakeholders. Analytical Thinking Identifying patterns and solving complex problems. Clear Drafting Communicating technical information concisely and effectively. Communication & Influence Confidently guiding and informing stakeholders. Teamwork Building trust and collaborating to achieve shared goals. Planning & Organisation Prioritising effectively and delivering results under pressure. Full right to work in Ireland is required (Stamp 4 / EU citizen) #LI-AF1 #Data #Cpljobs#CplTech #Data #Jobfairy #Complience #Regulation #QualityManagement #CustomerCare #VendorManagement #RegulatoryCareers #CustomerExperience #CXJobs #OperationsExcellence #HiringIreland #Lean #SixSigma #COPC #ServiceQuality EmailwithcurrentuptodateCV. Skills: Compliance Project Manager Regulation