Performance and Quality BPO
Having recently secured a new contract - our client (a leader in their field) is now seeking to grow out quality teams in Dublin, Cork, Limerick and Galway.
Managers will have 4 years + experience managing with large teams
Analysts will have 12 months + experience working with large teams
Must to able commute to Dublin, Limerick, Cork or Galway. (Role is NOT Remote)
Key elements of the role will be:
Close the loop on performance improvement for Advisors and address issues at source 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 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
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 on immediate or short notice and interested in a contract to permanent position - please apply with your most recent CV to Bernadette Sisson for immediate consideration.