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Job Description
Quality Assurance and Training Supervisor - (Irish Speaking)
This role involves overseeing quality assurance and training for a public sector client, ensuring high standards of customer service and compliance with regulations.
About the Role
- Work with the team to determine project scope, goals, and deliverables, reporting progress to management.
- Manage project roadmaps and track progress.
- Support training development and delivery within the team.
- Contribute to planning, process improvement, and communication within the team.
Key Responsibilities
- Continuously evaluate interactions and cases handled for quality and customer service, providing results in a prescribed format.
- Notify management of persistent problems with individual agents or groups.
- Provide meaningful insight and analysis through quality audits and reporting.
- Identify training and performance requirements, proposing initiatives to drive up customer satisfaction.
Training and Development
- Deliver training content to remote agents, ensuring learning outcomes are achieved.
- Manage agent participation during training, testing for understanding and adapting delivery to different learning styles.
- Provide input and assist in developing training content based on script knowledge and quality insights.
Requirements
- Excellent Irish language skills.
- Experience in a quality and auditing role.
- Demonstrated call centre experience.
- Knowledge of auditing systems, organisational and reporting skills, Excel and Power Point skills.
Benefits
- 30 days' annual leave.