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Senior Quality Control Associate

2 weeks ago

Dublin, Dublin City, Ireland beBeeCustomer Full time €45,000 - €55,000
Quality Assurance Specialist

We are seeking a Quality Assurance Analyst I to join our team in Dublin, Ireland.

This role is responsible for ensuring the quality of services provided by agents and working closely with operation Team Leaders and Personnel to meet service level metrics.

Key Responsibilities:
  • Monitor call, email, chat, and other support interactions quality of personnel, providing feedback, coaching, and mentoring as needed.
  • Work closely with operation Team Leaders and Personnel to meet relevant service level metrics.
  • Refresher training on process changes and analysis and reporting.
  • Update and implement quality criteria and process changes.
Requirements:
  • Expertise in quality assurance roles, working closely with all departments.
  • Weekly auditing of agent cases and identifying agent level issues and trends.
  • Fluent English language proficiency is mandatory.
  • Experience handling customers within service/technical fields within Call center environments.
  • Deep understanding of customer-communication skills.
  • Able to adapt quickly to changes in workflow.
  • Excellent written, verbal, communication, and interpersonal skills.
  • Mastery of organizational skills and problem-solving approaches.
  • Demonstrated proficiency in multi-tasking and prioritization.
  • Clearly demonstrated passion for delivering exceptional client results and commitment to quality and customer satisfaction.
  • Project management experience including business process improvement methodologies.