Overview

Quality Analyst (QA)

Quality Analysts are dedicated POCs for Quality within teams and are responsible for case evaluations (audits) and reporting.

Vendor will staff the program with 1 Quality Analyst to perform quality reviews for a group of up to 20 Agents (1:20 ratio) appointed to provide Services. Quality Analyst will be responsible for monitoring call, email, chat and any other support interactions quality of Personnel, providing feedback, coaching and mentoring to Personnel as needed, and working closely with the operation Team Leaders and Personnel to meet the relevant service level metrics. Quality Specialists are also responsible for refresher training on process changes and analysis and reporting, working closely with Client to update and implement quality criteria and process changes. Vendor will maintain a reasonably flexible work force and will scale its staff of Quality Analyst to cover all volumes as forecasted and provided to Vendor by Client.

Quality Specialists shall meet or have the following education, work experience and other requirements. Recommended responsibilities include but are not limited to the following:

3+ years’ experience preferred in quality assurance role, working closely with all departments to prioritize efforts while providing timely and high-quality service.
Weekly auditing of agent cases and identifying agent level issues and trends
Provide actionable and valuable information for TL coaching + feedback sessions and key insights for training prioritization + curriculum development
Fluent, have acceptable accents, and speak clearly and understandably in each of the language(s) in which the Services are provided.
Fluent English is mandatory
Experience handling customers within service/technical fields within Call center environment
Expert familiarity with and quality review in all departments
Able to adapt quickly to changes in workflow
Excellent written, verbal, and customer service skills
Mastery of all customer-communication
Comfortable communicating with all levels of management
Excellent organizational skills and detail-oriented approach to problem solving
Demonstrated proficiency in multi-tasking and prioritization
Clearly demonstrated passion for ensuring the success of Client culture of excellence and commitment to quality and customer service
Project management experience to include an understanding of business process improvement method
Understand departmental policies and procedures
Passion for management and review of all quality issues to include training, customer service, communication, workflow, reporting, SLA’s, coaching, appraisals,

This is a full-time permanent role. Applicants must hold a valid and sufficiently long permission to work in Ireland to enable them to perform the role on an ongoing basis. Where work permission is due to expire shortly, the Company may require evidence of a pending renewal application to progress an offer.

[This role is not eligible for employment permit sponsorship. Applicants must already have, and maintain, a valid permission to work in Ireland for the duration of the role.]

Quality Analyst

Job Description