Specialista pro zajištění kvality s češtinou v Dublinu

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 - Fluent in Czech 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.
• Proactively monitors backlog of orders / requests using different tools & reports, working to avoid escalations


Responsibilities:
• 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
• Provide a bi-weekly QA dashboard highlighting QA audits completion and QA trends to all stakeholders

Benefits:
• 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
• Relocation package

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