Swedish and Norwegian Customer Care Expert Full Time Permanent

Quality Assurance Analyst

LOCATION DUBLIN, IRELAND

Responsibilities:

· Perform audits on recorded and live client interactions and provide evaluation feedback to call centre 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

· Collaborate with internal and external stakeholders, highlighting QA trends and insights to the business

Requirements

· Degree or equivalent practical experience

· 2 years experience in a sales or call centre environment with Quality Assurance experience

· Excellent interpersonal and communication skills

· Trilingual – Fluent in Swedish with working proficiency in Norwegian and English

· Self-motivated, entrepreneurial, and comfortable dealing with ambiguity

· Ability to work in a fast-paced environment.

· Strong attention to detail, and ability to identify explicit and implicit signals which may translate opportunities for our agents.

· Coaching experience is a plus.

· Experience in the advertising industry is a plus

Salary:

· €38k/year + 5% bonus + Joining bonus worth 1 month’s salary

· 20 days holiday leave per annum

· Health Insurance

· Life Assurance

· Remote/hybrid model with attendance on site in near future

· Bike to work Scheme

· Monday to Friday
Relocation assistance