Senior Quality Assurance Specialist
6 days ago
About the Role:
We are seeking a highly skilled Senior Quality Assurance Specialist to join our team in Dublin, Ireland. As a Quality Assurance Specialist, you will be responsible for ensuring the highest level of quality in our client interactions.
Responsibilities:
- Perform audits on recorded and live client interactions and provide evaluation feedback to call center agents through QMS.
- Conduct regular one-on-one or group calibration to ensure evaluations are aligned based on business requirements.
- Support the business in managing and implementing Quality Management standards and processes that are aligned with the global standard and relevant to the local market nuances.
- Apply critical thinking & analytical thinking to provide insights to the client.
- Conduct weekly analysis to identify error trends and for top errors, conduct root cause analysis (RCA).
- Highlight trends and red flags to the business for better improvements.
- Ensure accurate maintenance of sample calls/chats library in accordance with local legal requirements.
- Collaborate with internal and external stakeholders, highlighting QA trends and insights to the business.
- Provide a bi-weekly QA dashboard highlighting QA audits completion and QA trends to all stakeholders.
Requirements:
- Degree or equivalent practical experience.
- Minimum of 2 years experience in a sales or call center environment with Quality Assurance experience.
- Excellent interpersonal and communication skills.
- Bilingual - Fluent in English and one of the following European languages: Italian, Portuguese, German or Spanish.
- Self-motivated, entrepreneurial, and comfortable dealing with ambiguity.
- Ability to work in a fast-paced environment.
- Strong attention to detail, ability to identify explicit and implicit signals which may translate opportunities for our agents.
- Coaching experience is a plus.
- Experience in the advertising industry is a plus.
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