Customer Service Quality Lead

Job Overview

Are you a results-driven customer service professional with leadership experience? Our client, who is undergoing a period of expansion, is looking to add a Quality Lead to their Customer Service Team. The role, based in Limerick, requires an analytical mind and a eye for detail and offers a competitive remuneration package and flexible working down the line.

The Role:

  • Attend Quality calibration sessions as required
  • Reporting on trends in the quality of performance of Advisors on the account, and provide feedback to TLs in order to enable them in providing coaching and improving the performance of advisors
  • Maintain account knowledge, including attending relevant product and process training
  • Update Quality monitoring system as required
  • Close the loop on performance improvement for Advisors and address issues at source by:
  • Feeding issues into the Training Needs Analysis processes
  • Ensuring all errors and performance issues identified are addressed immediately through coaching and correction
  • Identify process improvement opportunities. Provide the TL and Manager with feedback and suggested improvements regarding quality of service and the execution of the QA function
  • Collaborate in the roll-out of Quality and Customer Service Improvements
  • Deliver on agreed performance targets
  • Manage time effectively to ensure targets are met.

The Candidate:

  • 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
  • Strong written and oral communication skills
  • Motivated and enthusiastic
  • Ability to work under pressure
  • Excellent attention to detail and follow-through skills
  • Ability to build relationships with Team Leaders, Managers, and Advisors as well as their own team
  • Ability to work on own initiative, with good time management skills
  • Investigative, problem solving and follow-through skills
  • Flexible and adaptive
  • Engage in and take ownership of your own personal development

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