Customer Service Quality Manager
3 days ago
Customer Care Quality Specialist The Customer Care Quality Specialist is responsible for ensuring that the quality of service delivered across all consumer care interactions meets the highest standards. This includes monitoring and evaluating queries, complaints, and escalated contacts to ensure they are handled efficiently, accurately, and in full compliance with regulatory requirements. The successful candidate will play a key role in driving service excellence by identifying performance gaps, analysing root causes, supporting coaching processes, and collaborating with operations teams to improve customer satisfaction and service outcomes. The Role: Conduct regular quality assessments of customer interactions across calls, digital channels, and written correspondence. Develop a bespoke consumer care quality programme suitable for complex and varied case types designed to ensure the best possible consumer experience Evaluate cases involving queries, complaints, and escalated contacts to ensure accuracy, clarity, compliance, and appropriate resolution. Ensure all customer care interactions adhere to telecoms regulatory standards, data protection laws, and internal compliance policies. Work with the data analyst team to ensure data captured meets reporting and data hygiene guidelines Work with 3rd party vendor partner to ensure all contractual obligations are met with respect to operational standards and processes and ensure all agreed service quality KPIs are met Generate timely and accurate quality reports highlighting trends, risks, and improvement opportunities. Provide constructive feedback to agents and team leaders based on evaluation results. The Person: Experience in customer care, quality assurance, or operations within a telecoms or regulated industry. Experience of managing KPIs and improving the customer experience Strong understanding of customer service best practices and complaint resolution processes. Excellent analytical skills with the ability to interpret data and identify root causes. High attention to detail and strong organisational skills. Clear, objective communication skills (Written and Verbal) for delivering constructive feedback. Ability to work cross-functionally with operations, training, compliance, and management teams. For more information, please call Keith on or email Skills: Customer Service Quality Assurance Analyst
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Customer Service Manager
2 weeks ago
Dublin, Ireland McSport Full timeJoin Our Team McSport is Ireland's leading and most successful independent online supplier of sport and fitness equipment. We are a 100% Irish owned, second-generation family business. With a team of over 60 industry experts, we are committed to supplying our customers with the highest standard of product, care and service. We hire exceptional people and...
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Customer Services Manager
1 week ago
Dublin, Ireland Scientificjobs Full timeCustomer Services Manager (Pharmaceutical) Our client is a research based pharmaceutical company that develops & distributes novel & effective therapies for patients affected by rare diseases. They have established a new office in Dublin city centre and require a Customer Services Manager who will be on site in this office in Dublin. The person will report...
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Customer Care Quality Specialist
1 week ago
Dublin, Ireland Executive Edge Full timeCustomer Care Quality Specialist The Customer Care Quality Specialist is responsible for ensuring that the quality of service delivered across all consumer care interactions meets the highest standards. This includes monitoring and evaluating queries, complaints, and escalated contacts to ensure they are handled efficiently, accurately, and in full...
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Service Quality Specialist
1 week ago
Dublin, Ireland Cpl Full timeService Quality Specialist 14 month maternity cover contract Location: Dublin City (Hybrid) 2 days on site per weekSalary per year €63,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...
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Customer Service Account Manager
3 weeks ago
Dublin, Ireland Phasor Full timeJoin a growing team where people come first and excellence follows. Phasor, one of Irelands leading boutique Facilities Management providers, is seeking an Account Manager to join our expanding Property Management Helpdesk. With over 20 years in business, weve grown from a one-person operation to a trusted team of 35+ professionals delivering high-quality,...
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Customer Service Account Manager
1 week ago
Dublin, Ireland Phasor Maintenance Full timeJoin a growing team where people come first and excellence follows. Phasor, one of Irelands leading boutique Facilities Management providers, is seeking an Account Manager to join our expanding Property Management Helpdesk. With over 20 years in business, weve grown from a one-person operation to a trusted team of 35+ professionals delivering high-quality,...
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Customer Service Manager, Dublin 15
7 days ago
Dublin, Ireland Leinster Appointments Full timeLeinster Appointments is currently recruiting for a permanent, full time Customer Service Manager role in Dublin 15 Fully office based role Salary up to €40,000 - Manage day-to-day customer enquiries via phone, email, and online platforms. - Process and track customer orders, ensuring accurate entry into the system and monitoring until post dispatch...
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Customer Service Representative
2 weeks ago
Dublin, Ireland Celtic Careers Full timeCustomer Service Representative Customer Service Service Advisor Dublin Permanent / Full Time 20/11/ Positive working environment 35k Salary Working on Site in the head office in Parkwest Dublin 12 Key ResponsibilitiesThe principal duties and responsibilities of a Customer Service Representativeare to ensure that our customers receive a positive experience...
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Field Service Engineer
3 days ago
Dublin, Ireland QPM Ltd (Quality Packaging Machinery) Full timeQPM LTD is a leading supplier of inspection systems and calibration services into the food, pharma and packaging industry. Job description QPM are a leading supplier of Inspection systems and Calibration services to the food, pharma and packaging industry throughout Ireland. We are seeking a Field Service Engineer who will carry out calibration services and...
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Service Quality Specialist New
1 week ago
Dublin, Ireland CPL Full timeService 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...
