Job Description
Quality Assurance and Training Supervisor Unijobs on behalf of our public sector client have a requirement for a Quality Assurance and Training Supervisor - (Irish Speaking) to join their team. The duration of the post is initially 3 months with possible extensions thereafter. Working 35 hours per week the successful candidate will be employed as an agency employee and will be paid an hourly rate of €27.14 based on an annualised salary of €49,560 and will accrue 30 days' annual leave per year. Flexible - Hybrid working will apply (The successful candidate must be available to attend onsite when required). Purpose of the Post: Work with the team to determine the scope, goals and deliverables and time frames for projects, reporting on their progress to management. Manage a roadmap for all projects and accurately showing progress of projects. Support the development and delivery of training within the team. To support planning, continual process improvement and communications within the team. Reviewing current processes with the view to improving same and identifying areas for improvement and efficiencies. Engage with stakeholders and follow up on actions. Continually review/update/eliminate/modify existing processes. Documenting new processes within the team and provide feedback on the impact of changes to processes. Responsibilities may include, but are not restricted to: Continuously evaluate interactions and cases handled with regard to quality and customer service and provide the results of the evaluation in the prescribed format and in the agreed timeframe Notify management team of persistent problems associated with individual agents or groups of agents Provide meaningful insight and analysis as part the quality audits through reporting. Identify training and performance requirements and propose initiatives to drive up Customer satisfaction Report weekly to raise awareness of when agent performance falls below standard, provide analysis of the root cause together with recommendations for remediation and improvement Work closely with the third-party provider's quality team to ensure engagement, openness and respect in delivering shared objectives Follow through with the third-party provider's quality team on agreed remedial actions in relation to specific advisors or groups of advisors Undertake joint calibration of call quality with the third-party provider's quality team to establish agreed quality standards Act as a subject matter expert for the team, maintaining in-depth knowledge of the current scripts and knowledge articles, while ensuring a thorough understanding of all relevant briefs and communications. Deliver training content as provided by the Training and Quality Manager to groups of remote agents and ensure that the learning outcomes are achieved through training assessment and ongoing quality assessment Manage agent participation during training delivery and consistently test for understanding, observe agent behavior and alter delivery to adapt to different learning styles Provide input and assist in the development of training content based on script knowledge and quality insights Ensure that front-line advisors are supported to provide consistent, reliable and courteous customer service to the public and that they demonstrate our corporate values of care, compassion, trust and learning. Be service-user and client-focused, and understand the Health Services' fundamental role, purpose, structure and strategic goals. Contribute as part of a high-functioning team, with concurrent projects and competing priorities. Work with colleagues from the wider Communications Division, other Divisions and external partners. Provide support with overall office and team workload. Maintain own knowledge of relevant regulations and legislation e.g. GDPR, FOI Acts etc. Ensure consistent adherence to procedures within area of responsibility. Any other duties as assigned Other: Have a working knowledge of the Health Information and Quality Authority (HIQA) Standards and other standards as they apply to the role for example, Standards for Healthcare, National Standards for the Prevention and Control of Healthcare Associated Infections, Hygiene Standards etc. and comply with associated protocols for implementing and maintaining these standards. Post Specific Requirements: Excellent language skills Experience in a quality and auditing role Demonstrated Call centre experience Knowledge of auditing systems Organisational and reporting skills Excel and PowerPoint skills *This position may be subject to Garda Vetting and Foreign Police Clearance, if applicable you will be required to obtain these prior to commencing in this role* Unijobs is an equal opportunities employer. Skills: Quality Assurance Excel and PowerPoint skills Delivery of Training Benefits: 30 days' annual leave