Quality Analyst - French speaking in Dublin, Dublin, Ireland

Job Title: Quality Analyst
Reporting to: Team Leader
Location: Eastpoint, Clontarf, Dublin 3


Overall Job Purpose

This position offers you the opportunity to work alongside one of our high profile clients who specialise in internet based searching and video sharing platforms. The Quality Analyst is responsible for the overall quality performance of the centre, encouraging simplified and streamlined issue handling within Customer Service operations teams. Successful candidates will be accountable for the achievement of both external and internal quality metrics with a keen eye on efficiency, continuously driving improvement in customer and client satisfaction.


Duties and Responsibilities

• Experience working within a customer focused environment
• Excellent technology aptitude essential as key criteria for role
• Experience in the quality analysis of interactions. Ability to effectively and accurate communicate feedback
• Excellent verbal and written communication skills
• Fluency in Excel reporting
• Proven ability to consistently meet or exceed performance related targets
• Attention to detail
• Excellent technical aptitude
• Ability to impart positive and negative feedback in one to one & group forums
• Strong analytical skills
• Positive can do attitude
• Ability to drive both team and individual performance
• Ability to communicate with client and internal customer on multiple management level


Required Qualifications & Experience

• Work onsite with the client and operations teams
• Analyse written and verbal interactions between agents and customers to ensure adherence to quality and customer service policies and procedures of the Client
• Follow strict criteria of analysis and templates to evaluate quality performance
• Provide effective, accurate and constructive feedback to agents and create action plans to ensure continuous improvement while driving for positive employee satisfaction
• Consolidate quality metrics from all areas and prepare reports for management and the client, tracking trends and ensuring the realisation of action plans
• Analyse processes and suggest improvements in quality criteria. Evaluate and on-board improvement suggestions from other areas
• Ensure absolute consistency in measurement across the business and strive for objectivity and efficiency
• Work against established SLAs and metrics and be evaluated by the degree of their achievement
• Build relationships with key internal and external quality stakeholders. Be able to negotiate and arrive to agreement on discussions around quality vs. productivity, considering all business needs
• Gain and ensure excellent knowledge of system & processes
• Support the training manager in developing new and refresher training material for processes & systems
• Effectively communicate new or changed processes through coaching and feedback
• Proactively work with process mentors from both internal and external departments
• Work closely with Team Leaders and Operations Managers within each language group to identify knowledge gaps, create action plans to bridge them and achieve all goals


Competencies

• Grow and Develop People
• Motivate and Support Performance
• Encourage Open Dialogue and Cooperation
• Shape and Communicate Purpose and Strategy
• Create Value for Customers
• Drive for Results
• Enable Creative Environments
• Value Innovative and Creative Talent
• Embody Ethics and Values


What we offer

• Vibrant, multi-cultural environment - Near city Centre and IFSC
• Quarterly performance bonus
• Refer a Friend scheme
• Employee Assistance Program
• Free beverages and snacks
• Sports and Social club
• Free shuttle bus to and from Eastpoint (from 3Arena Luas Stop and Clontarf Road Dart)
• Subsidized Health insurance after Probation
• Pension scheme after Probation
• E learning access
• Tax saver scheme
• Bike to work scheme - save on your income tax
• Banking at work
• Holiday Saving Fund
• Regular Saving Fund
• Career Development and progression opportunities
• Paid Annual Leave
• Paid Sick Leave after Probation


Company Profile

Arvato Finance is part of Arvato AG - the Industry and Services Division of Bertelsmann AG, which ranks among the world's leading media companies. Find out more here:

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Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as neede

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