Quality Support Analyst - Waterford

CPL

Waterford

Our Client a new and dynamic contact center, based in Waterford,now have a vacancy for a permanent full time Quality Assurance Analyst within our team. The primary responsibility of this role is to observe calls, and score and report call quality results for all Customer Solutions Specialists. Job Responsibilities: Maintain written call quality scoring guidelines in conjunction with training and line operations to clearly define call quality expectations for all Customer Solutions Specialists; Maintain quality assurance scoring databases for each Customer Solutions Specialist to enable trending and analysis for further skills development through coaching and development; Recommend policy and process enhancement to provide increased productivity, higher customer/employee satisfaction and reduced costs; Develop and maintain a culture of consistency, accountability and continuous improvement in meeting customer needs; Communicate and work with internal operations to accomplish company goals; Perform other duties as requested by supervisor. Requirements & Competencies: Leaving Certificate (or equivalent. Strong verbal communications skills. 1-2 years of sales and/or customer service experience with strong customer service knowledge. Computer literacy, with strong expertise in MS Office and commercially available quality monitoring, scoring, recording, and scoring and reporting software. Strong knowledge of quality assurance and best practices required. Proven ability to perform in a fast-paced, continuously changing environment. Strong organizational skills, customer service and interpersonal skills. For immediate consideration please call Jenine on 087 099 1839 or email your CV in response to this job posting to jenine.brophy@cpl.ie. This job originally appeared on RecruitIreland.com.

2986 days ago