Quality and Performance Analyst - Cork

Job Overview

12 month contract for a quality analyst to join a growing, national brand.

Responsibilities:

  • Monitor performance of quality activities across the business on multiple channels.
  • Reporting on trends in quality of customer service advisors
  • Provide feedback to management and best ways to improve.
  • Update the internal quality system
  • Provide updates to the training managers where gaps have been identified to improve performance.
  • Identify process improvement opportunities.
  • Collaborate in the roll-out of Quality and Customer Service Improvements
  • Deliver on agreed performance targets
  • Manage time effectively to ensure targets are met.

Requirements:

  • 1 year+ Experience in a similar role (Customer Service Industry preferred)
  • Strong analytical and reporting skills
  • Proficient in Microsoft Excel, Word
  • Lean Six Sigma experience or certification is desirable: GDI experience or Yellow+ belt; and/ or EOQ or ASQ qualifications or study
  • Strong written and oral communication skills
  • Motivated and enthusiastic
  • Ability to work under pressure

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