Quality Assurance and Process Improvement Specialist

1 day ago

Dublin, Dublin City, Ireland beBeeQuality Full time €35,000 - €45,000
Quality Assurance Specialist

At our organization, we are committed to delivering exceptional service and ensuring the highest quality standards. As a Quality Assurance Specialist, you will play a critical role in achieving this goal.

The Quality Assurance Specialist is responsible for monitoring call, email, chat, and other support interactions to ensure that they meet our high standards. This involves providing feedback, coaching, and mentoring to staff as needed, working closely with operation team leaders and staff to meet relevant service level metrics.

The Quality Assurance Specialist will also be responsible for refresher training on process changes and analysis and reporting. This requires working closely with clients to update and implement quality criteria and process changes.

Vendor will maintain a reasonably flexible workforce and scale its staff of Quality Analysts to cover all volumes as forecasted and provided to Vendor by Client.

Key Responsibilities:

  • Weekly auditing of agent cases and identifying agent-level issues and trends
  • Providing actionable and valuable information for TL coaching and feedback sessions
  • Fluent English is mandatory
  • Experience handling customers within service/technical fields within Call center environment
  • Expert familiarity with and quality review in all departments
  • Able to adapt quickly to changes in workflow
  • Excellent written, verbal, and customer service skills

Requirements:

  • 3+ years' experience preferred in quality assurance role
  • Fluent English
  • Excellent organizational skills and detail-oriented approach to problem solving
  • Demonstrated proficiency in multi-tasking and prioritization

Benefits:

  • Competitive salary
  • Opportunities for career growth and development

Join us in our mission to deliver exceptional service and ensure the highest quality standards.

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