Italian-speaking Quality Auditor for Customer Support Department in Dublin

Posted 09 August 2022
LocationDublin
Job type Permanent
DisciplineKlantenservice
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

If you're interested in the job - don't wait any longer and send your application in! 

 

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