Quality Assurance Specialist

2 days ago

Naas, Co Kildare, Ireland beBeeQuality Full time €35,000 - €55,000

Job Overview

This role offers the opportunity to work with a high-profile client specializing in internet-based searching and video sharing platforms.

As a Junior Quality Assurance Specialist, you are responsible for ensuring the overall quality performance of the operation by encouraging simplified and streamlined issue handling.

You will be accountable for achieving both external and internal quality metrics, focusing on efficiency, continuous improvement in customer and client satisfaction.

Duties and Responsibilities

  • Complete daily quality reviews and appeal reviews.
  • Deliver quality feedback to agents on completion of quality sample and appeal reviews.
  • Execute actions for individuals and/or teams to maintain or improve SLA performance.
  • Participate in daily huddles with the QA Team Lead and Quality Analysts supporting the sample product in all locations.
  • Conduct root cause analysis of quality errors and provide corrective solutions to the QA Team Lead.
  • Identify risks to the QA SLA and report to the QA Team Leader in a timely and efficient manner.
  • Identify quality trends for the market/agents supported and develop corrective solutions.
  • Report bugs and continually check if bugs have been resolved.
  • Work with agents and colleagues to ensure enough grey area cases are reported.
  • Weekly catch-ups with SME and Training teams to assess the current new hire training and identify if amendments are required.
  • Develop PKT tests weekly or monthly and use results to conduct team refresher training or individual feedback.
  • Conduct internal and external calibration exercises to ensure alignment within the internal team and the client or other vendors.
  • Contribute to the innovation process by submitting new innovation ideas or process improvements.
  • Support additional workflow requests from the client.

Required Skills and Qualifications

  • C1/C2 level in written and spoken English is essential for this role.
  • Previous experience as a Quality Analyst or informal career path in a QA team is desirable.
  • Experience working within a customer-focused environment.
  • Ability to effectively and accurately communicate feedback.
  • Ability to impart positive and negative feedback in one-to-one and group forums.
  • Excellent verbal and written communication skills.
  • Excellent technical aptitude, including fluency in Excel reporting.
  • Proven ability to consistently meet or exceed performance-related targets.
  • Strong analytical skills.
  • High attention to detail.
  • Positive can-do attitude.

Benefits

We offer a vibrant, multi-cultural environment, career and personal development opportunities, quarterly performance bonuses, comprehensive benefits packages, subsidised health insurance, access to discount schemes, e-learning access, and paid annual leave.

About Us

We strive to create amazing customer experiences that people value and we are proud of. We combine talent, data, and technology to deliver real impact for our partners. Our vision is to be our clients' trusted long-term partner for customer engagement in a constantly changing world. Creativity, Excellence, and Respect drive everything we do, ensuring success for our partners and allowing us to thrive as one team. We are an equal opportunity employer and embrace diversity, not discriminating on the grounds of gender, age, ethnicity, race, nationality, religion, disability, gender identity, sexual orientation, marital or civil partnership status.

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