Quality Assurance Lead:
On behalf of a global client, we are seeking a Quality Assurance Lead: this role is the champion of customer experience. Working with a variety of multinational brands in Dublin to improve their overall process of communications. This opportunity offers candidates the opportunity to propel their career in a fast paced and dynamic environment. An excellent salary and benefits package is on offer as well as a structured career path with unlimited possibilities to develop and grow your skill set.
The ideal candidates:
10+ years’ experience in managing customer experience and operations within call centres.
Still enjoy the ‘coal face’ of Operations – this is not a role for someone who sits in a corner office all day – you should be someone who walks the floor, knows what is going on at a granular level and enjoys getting involved in client training.
Must have strong experience reviewing, analysing, and improving commincation processes across call agents, vendors and customers.
Be a problem solver, identify quality problem and using the data enable actions plans.
Experienced in development new processes, tool changes and procedures for cost-effectiveness and efficiency improvements.
Coordinate with clients and the other Quality team members to manage the content for agent communications. Manage the cycles and distribution for agent communications.
Manage the communications process aiming to improve customer satisfactions through improving the agent process and effectiveness (LOB’s assignment).
Develop initiatives to address issues in the agent processing, to improve the overall customer experience.
Operates at pace, unfazed by moving goalposts and can deal with ambiguity. A confident decision maker and natural solution finder, you identify complex problems quickly and find mutually agreeable solutions.
We are in possession of a very detailed job description and person specification for these roles, please get in touch with Lorraine@Talenthub.ie to review these documents and to discuss in confidence.
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