I am currently recruiting for a Customer Quality and Training Specialist to join a leading Irish company based here in Dublin.
My client is going through significant transformation within their customer function, this role will provide key business quality and training support to the Customer Quality, Learning and Development Manager and wider Customer Contact Centre teams.
- Supporting the planning, developing and implementing the Quality, Communication and Compliance strategy.
- Conducting assessments and quality checks.
- Continuous review of the individuals within the customer function - identifying training needs, gaps and or trends.
- Assisting with the planning and development of the new training framework which will in turn deliver the best in class customer experience.
- Acting as a mentor and coach to new and existing employees.
The ideal candidate:
- Significant experience with contact centre operations, focusing on the customer with emphasis on training and quality delivery.
- Ability to work in a fast paced environment.
- Excellent leadership skills.
- Strong analytical mindset with the ability to manage problems efficiently.
- Permanent position - hybrid working model.
- Competitive salary plus package.
- Fantastic organisation culture.
- Significant learning and development opportunities with promotion pathways.