Training Quality Analyst

Job Overview

GALWAY - CORK - DUBLIN

CALL CENTRE TRAINING QUALITY ANALYST REQUIRED - IMMEDIATE START (6MTH CONTRACT)

Committed to promoting a clear understanding of the importance of quality measures and internal controls within the contact centre service industry, the role of the QA Analyst is to deliver QA activities for the operation.

Quality Analyst Will :

  • Reporting on trends in the quality of performance of advisors and provide feedback in order to enable them in providing coaching and improving the performance of advisors
  • Maintain account knowledge, including attending relevant product and process training
  • Close the loop on performance improvement for Advisors, Feed issues into the Training Needs Analysis
  • Ensuring all errors and performance issues identified are addressed immediately through coaching and correction
  • Identify process improvement opportunities. Provide feedback and suggestions on improvements regarding the quality of service
  • Collaborate in the roll-out of Quality and Customer Service Improvements

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
  • Analytical and reporting skills and be proficient in Microsoft Excel, Word
  • Lean Six Sigma experience or certification is desirable: qualifications or study
  • Strong written and oral communication skills
  • Ability to build relationships with Team Leaders, Managers, and Advisors as well as their own team

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