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Italian-speaking Quality Auditor for Customer Support Department in Dublin
- Posted 09 Mardi août
- LocationDublin
- Discipline Service à la clientèle
- Reference35648
- Contact NameAlfredo Mogavero
Job description
The Role
As a Quality Assurance Specialist, you will be responsible with the following:
- Perform audits on recorded and live client interactions and provide evaluation feedback to call center agents through QMS
- Conduct regular one on one or group calibration to ensure evaluations are aligned based on business requirements
- Support the business in managing and implementing Quality Management standards and processes that are aligned with the global standard and relevant to the local market nuances
- Highlight trends and red flags to the business for better improvements
- Ensure accurate maintenance of sample calls/chats library in accordance with local legal requirements
- Collaborate with internal and external stakeholders, highlighting QA trends and insights to the business
- Provide a bi-weekly QA dashboard highlighting QA audits completion and QA trends to all stakeholders
The Requirements
- Bachelor degree
- Minimum of 2 years’ experience in a sales or call center environment with Quality Assurance experience
- Excellent interpersonal and communication skills
- Bilingual fluency in Italian and English
- Self-motivated, entrepreneurial, and comfortable dealing with ambiguity
- Ability to work in a fast-paced environment
- Strong attention to detail, ability to identify explicit and implicit signals, which may translate opportunities for our agents
- Coaching experience is a plus
- Experience in the advertising industry is a plus
The Offer
- Opportunity to work in a fast-growing company and in a multinational environment
- Opportunity to grow in the organization and build a successful career path
- Access to a variety of benefits
- Personal and professional development through a variety of training programs (hard/soft skills)
- Complex salary package
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