Job Reference: FRS40625
Job Duration:
Start date: ASAP
Description:
Having recently secured anew contract - our client (a leader in their field) is now seeking to grow out quality teams in Dublin, Cork, Limerick and Galway.
You will have 12 months + direct Quality and Performance Coach / Analyst experience working with large teams.
Roles will initially be offered as Remote but will move to onsite location when possible. Must to able commute to Dublin, Limerick, Corkor Galway.
Key elements of the role will be:
Close the loop on performance improvement for Advisors and address issues atsource by:
Ensuring all errors and performance issues identified are addressed immediately through coaching and correction
Reporting on trends in the quality of performance of Advisors on the account, and provide feedback to team leads to enable them inproviding coaching and improving the performance of advisors
Maintain account knowledge, including attending relevant product and process training
Update Quality monitoring system as required
Identify process improvement opportunities. Provide the TL and Manager with feedback and suggested improvements regarding the quality of service and the execution of the QA function
Feeding issues into the Training Needs Analysis processes
Collaborate in the roll-out of Quality and Customer Service Improvements
Deliver on agreed performance targets
Manage time effectively to ensure targets are met.
Qualifications and Experience:
Proven ability to deal with problems and solve them effectively
Ability to work well either individually or as part of a team
Proven written communication skills
Analytical and reporting skills
Proficient in Microsoft Excel, Word
If you are available onimmediate or short notice and interested in a contract to permanent position - please apply with your most recent CV to Bernadette Sisson for immediate consideration.
Industry: Call Centre and Customer Service
Salary: Up to €33000 per annum
Salary Benefits:
Vacancy Type: Contract
Job Skills: Quality, Analyst, Performance Review, Call Centre, Pretension, Reward, Training, Compliance
Contact Name: Bernadette Sisson
Website: -
Direct Application URL: -