Senior Customer Service Excellence Manager

3 days ago

Dublin, Dublin City, Ireland beBeeQuality Full time €65,313 - €104,587

Job Title: Senior Quality Assurance Specialist

">Job Description

We are seeking a highly skilled Senior Quality Assurance Specialist to join our team. The ideal candidate will have 2-4 years of experience in customer service management and a working knowledge of contact center end-to-end processes.

The successful candidate will:

  • Provide daily support for quality programs
  • Design and oversee deep-dive projects for regional QA teams
  • Execute quality initiatives and after-action reviews
  • Use transaction monitoring insights to develop targeted continuous improvement initiatives
  • Participate in and lead global calibration sessions
  • Counsel CS agents to achieve quality program standards
  • Act as the quality representative for other CS teams
  • Collect, analyze, and propose changes derived from Support Ambassador roundtable insights

A typical day for this role involves:

  • Pursuing excellence by setting high standards and holding oneself and others accountable
  • Collaborating with cross-functional peers and teams
  • Presenting and influencing through data-driven reporting and action plans
  • Coaching and providing regular feedback to team members
  • Solving problems by identifying root causes and proposing effective solutions
  • Managing time efficiently and prioritizing tasks

The ideal candidate will possess:

  • 2-4 years of customer service management experience in a rapidly growing partner network
  • Experience working in a QA specialist or related role
  • Working knowledge of contact center end-to-end processes
  • Working knowledge of customer service assessment tools, including the Net Promoter System
  • Google Suite skills, including Sheets
  • Exceptional coaching abilities

This is an exciting opportunity to work in a dynamic environment and contribute to the success of our organization. If you are passionate about delivering exceptional customer experiences and have a strong analytical mindset, we encourage you to apply.

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