Customer Service Quality Improvement Specialist

2 weeks ago

Dublin, Dublin City, Ireland beBeeCustomer Full time €40,000 - €60,000

At U Trust Insurance Agency LLC, we are seeking a seasoned quality professional to spearhead our customer service initiatives. The ideal candidate will possess exceptional leadership skills and the ability to drive process improvements that elevate customer satisfaction.

About the Job

The Customer Service Quality Lead is responsible for overseeing the development of quality assurance frameworks, auditing customer interactions, and providing actionable feedback to customer service representatives. This role requires a strong analytical mindset, with the ability to interpret data and drive decisions.

Key Responsibilities:
  • Develop and implement quality assurance frameworks to monitor and evaluate customer interactions.
  • Audit calls, emails, and other communication channels to ensure compliance with standards.
  • Provide actionable feedback and coaching to customer service representatives to maintain and improve performance.
  • Design and execute comprehensive training programs for new hires and ongoing skill development.
  • Analyze customer service workflows and identify inefficiencies.
Requirements:
  • Minimum 3 years of experience in quality assurance, customer service leadership, or a similar role.
  • Background in the insurance or financial services industry is a plus.
  • Strong knowledge of quality assurance methodologies and service improvement strategies.
  • Proven ability to design and deliver effective training programs.
What We Offer:

Our team provides opportunities for professional growth and development, with access to cutting-edge tools and technologies. As a valued member of our organization, you will receive a competitive compensation package and benefits.

How to Apply:

If you are a motivated and detail-oriented individual with a passion for quality assurance and customer service, please submit your application. We welcome applications from all candidates who meet the qualifications and possess the required skills.

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