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Quality Analyst

2 weeks ago

Dublin, Dublin City, Ireland Cpl Healthcare Full time

Role - Quality Analyst - German Speaking

Location – Dublin 18

Contract type - Permanent Fulltime

Work model – Onsite

Working hours - Monday to Friday (including BH), 9 AM till 5:30 PM or 6 PM till 2 AM

CPL Healthcare is a leading provider of healthcare staffing solutions. For over 25 years, we have been partnering with organisations worldwide to deliver high-quality, bespoke outsourcing solutions.

Job Description:

The Quality Analyst will provide critical support to ensure Operations delivery meets agreed standards and business requirements. This includes driving the required knowledge, skills and attitude of Representatives to achieve agreed Quality Service Level Agreements (SLAs).

The Quality Analyst must monitor, evaluate, counsel and document employee's quality performance and provide coaching assistance as needed to meet goals and expectations.

The Quality Analyst will work closely with management to support and drive Quality results of the team / market.

The Quality Analyst will be an integral contributor, working within and promoting the CPL Healthcare Essence Pillars: Performance Gurus, Client Co-Creators and Excellence Designers.

Duties and Responsibilities:

  1. Monitors and enhances employee performance through coaching on quality and market-specific requirements.
  2. Monitors and enhances Representative performance through training on quality.
  3. Supports the Market Team Leads to educate and develop all Representatives.
  4. Provides backup to the training department as and when required.
  5. Attends and participates in meetings to review results.
  6. Performs data analysis to establish trends as requested.
  7. Assists Training and Quality Leads in preparing projects aimed at driving Quality and operational delivery.
  8. Handles Quality systems onsite.
  9. Performs administrative duties as needed.
  10. Supports management to establish Action Plan or Performance Improvement Plan to improve Representative quality performance.
  11. Provides feedback on policies to enhance Quality.
  12. Monitors cases of assigned agents in any QA spoken languages.
  13. Provides ongoing feedback to Representatives.