Quality Manager in Dublin, Ireland

Posted 29 June 2021
LocationDublin, Dublin City, Leinster
Job type Permanent
DisciplineCustomer Service
Contact NameKarina Mayer

Job description

As a Quality Lead responsibilities include but are not limited to the following: 60% of the time, the quality lead should manage the team’s performance and day-to-day operations such as:


● Ensuring timeliness and completion of the audits and all other Service Level agreement defined by our client

● Ensure calibration sessions are executed based on the expectation in a timely manner

● Responsible in leading for the Monthly Quality Reviews with stakeholders

● Accountable for dispute challenges and outcome

● Ability to conduct training and onboarding for new hires

● Minimizing impact on operations by managing team performance and expectations

● Ability to identify trends and catch red flags in the QA audit

● Work closely with client's CX Program Manager and Call Center Quality Managers

● Able to adapt quickly to changes in workflows / processes / procedures / product feature

● Manage and monitor IQEs to ensure they are performing at their highest level of QA work



● Degree or equivalent practical experience with a minimum of 3-5 years Quality Assurance managerial experience in a call center environment

● Coaching experience is a must

● EU Passport or valid work permit in Ireland

● Ability to deep dive into data and provide comprehensive root cause analysis

● Excellent written and verbal communication skills. Comfort communicating with all levels of management and able to adjust messaging to different target audiences with to-the-point communication

● Excellent organizational skills and detail-oriented approach to problem solving

● Demonstrated proficiency in multi-tasking and prioritization

● Familiarity with project management

● Moderate understanding of business process improvement methods

● Understanding of departmental policies and procedures

● Self-motivated, entrepreneurial, and comfortable dealing with ambiguity

● Ability to work in a fast paced environment

● Strong attention to detail





  • 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
  • Relocation assistance
  • Access to a variety of benefits
  • Personal and professional development through a variety of training programs (hard/soft skills)
  • Complex salary package


How to Apply : If this role fits with your professional expectations, we invite you to apply or send your CV to karina@multilingualjobsworldwide.com and will get to you asap!

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