Senior Quality Assurance Lead

3 days ago

Dublin, Dublin City, Ireland beBeeQuality Full time €55,000 - €80,000
Quality Specialist Role

This is a high-priority position that requires extensive experience in Quality Assurance, Quality Analyst, or Quality Specialist roles within high-volume Customer Experience or Customer Support environments.

We are looking for an individual with a proven track record of evaluating customer interactions, spotting trends, and delivering actionable insights. Strong cross-functional skills, particularly working with teams such as Training, Business Process Improvement, and Operations to drive quality improvements and enhance the customer journey, are essential.

  • Key Responsibilities:
  • Design and oversee deep-dive projects for regional QIA teams to drive service improvements
  • Execute QI and ad-hoc after-action reviews
  • Use transaction monitoring insights to develop targeted continuous improvement initiatives for customer service enhancements
  • Participate in and lead global calibration sessions with internal and partner teams to standardise Quality monitoring and Problem Solving methodologies
  • Coach CS agents to achieve Quality program standards
  • Act as the Quality representative for other CS teams (e.g., CM, BPI, Training) and contribute to relevant projects
  • Collect, analyse, and propose changes derived from Support Ambassador roundtable insights at internal and partner sites
  • Travel to partner sites to implement, train, and run key QA initiatives (e.g., onboarding workshops, certifications)
  • Master CS policies, procedures, and workflows, ensuring timely knowledge updates for regional QIA teams
  • Conduct spot checks on Quality Analysts and report findings to their QA Leads/Managers
  • Recommend actions to improve based on QA dashboard outcomes

Requirements:

  • Tech Requirements:
  • Working knowledge of contact center end-to-end processes
  • Working knowledge of customer service assessment tools, i.e., Net Promoter System
  • Working knowledge of Google Suite, including Sheets
  • Skill Requirements:
  • Extensive experience in a Quality Assurance, Quality Analyst, or Quality Specialist role within a high-volume Customer Experience or Customer Support environment
  • Proven track record of evaluating customer interactions, spotting trends, and delivering actionable insights
  • Strong experience working cross-functionally with teams such as Training, BPI, and Operations to drive quality improvements and enhance the customer journey

About the Role:

This role offers a unique opportunity to work in a dynamic environment, collaborating with cross-functional partners to drive quality improvements and elevate the customer journey. The ideal candidate will possess exceptional analytical and critical-thinking skills, with the ability to spot trends in data and provide recommended actions to drive performance.

What We Offer:

  • A competitive compensation package
  • The opportunity to work with a global team
  • Professional development opportunities

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