Quality Excellence Specialist

2 days ago

Dublin, Dublin City, Ireland beBeeQuality Full time €45,000 - €55,000
Job Description:

We are seeking a Quality Excellence Specialist to provide support enabling Operations delivery against agreed standards and business requirements.

The successful candidate will have strong verbal and written communication skills, with the ability to drive individual results through coaching. They will be able to work with a variety of people from various levels within the organization, share ideas, handle conflicting viewpoints, and build on other points of view.

Key Responsibilities:
  • Monitor and enhance employee performance through coaching on quality and market-specific requirements
  • SUPPORT THE MARKET TEAM LEADS TO EDUCATE AND DEVELOP ALL REPS
  • Prepare and distribute reports
  • Perform data analysis to establish trends as requested
  • Assist training and quality leads in preparing various projects aimed to drive quality and operational delivery
  • Perform administrative duties as needed
  • Support team leads to establish action plans or performance improvement plans to improve reps' quality performance
  • Monitor cases of assigned agents in any QA spoken languages
  • Deliver training to auditors on changing content policies as well as refresher training
  • Actively review decision accuracy audits to ensure consistency and alignment with our community standards and internal policies
  • Mentor auditors on the use of audit tools and systems
  • Develop process documentation and aggregate feedback about the functionality of audit tools
Requirements:

We require the following skills and qualifications for this role:

  • Ability to understand the principles of quality in the business
  • Ability to understand the impact of quality on delivery
  • Strong verbal and written communication skills
  • Ability to drive individual results through coaching
  • Ability to work with a variety of people from various levels within the organization
  • Ability to share ideas, handle conflicting viewpoints, and build on other points of view
  • Demonstrates the ability to run reports, be responsible for them, understand and conduct analysis on them
  • Clearly identifies improvements to be achieved
  • Ability to solve problems and offer solutions
  • Ability to work on their own, to drive improvements within the team and in the organization by improving the quality tools and processes
  • Fluent in market language and English, alongside a full cultural and linguistic understanding of the market
  • You must be able to demonstrate a track record providing 1:1 support to people with accuracy and empathy
  • Proven experience with assisting with the implementation of complex operational procedures
  • Track record of developing and maintaining expertise on corporate policies and/or community standards
  • Be capable of analyzing data and recognizing trends and themes, and able to use experience to relate to the real environment
  • Have a proven track record in providing developmental feedback, mentoring, and one-to-one coaching
  • Able to work and collaborate across multiple projects and execute decisions with good judgment
  • Demonstrated ability to perform well in a rapidly changing environment and across multiple teams
Benefits:

We offer the following benefits:

  • Free canteen onsite in client site during shift hours
  • Healthcare & Extensive Training & Development
  • Free access to Covalen Group Scheme website
  • 24-hour Employee Assistance Programme (EAP)
  • Wellness Programme
  • Tax Saver Scheme
  • Bike to Work Scheme

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