Location: onsite (South Dublin)

HOOP: Business hours Monday-Friday

Start date: January 2025

We have an exciting opportunity for an experienced Quality Analyst/Quality Lead to join our dynamic team, supporting one of our clients - giant in Tech industry.

As a Quality Analyst/Quality Lead you will focus on supporting the QA teams in managing quality processes. The role will involve providing guidance and direction to team members in best practice methodology using client guidelines and processes. You will help drive up the customer satisfaction and will support the development of the new hire team members.

You will work with the Team Leaders to ensure that support is given to team members on an individual basis to meet agreed internal and customer satisfaction and other relevant targets. You will support the Quality review process by auditing an agreed number of cases per team member per day. You will be responsible for providing feedback to the relevant stakeholders on a regular basis to support them with performance management. You will also coach the team members where needs be and assist with the design and development of training programmes and deliver those trainings (if required).

Responsibilities and Competencies:

Deliver Results and Providing Leadership:

• Continuously evaluating team members case handling with regard to quality and customer service. You will Audit an agreed % of team member cases per day and provide the Team Leader with regular update;
• Monitor the levels of quality of the team members work
• Collaborating with the team leader and team members to identify training and performance requirements.
• Must have the ability to take ownership of this role, and constantly strive to make continuous improvements to the training and performance function within TELUS Digital

Managing stakeholders:

• Complete Quality review forms and provide feedback to individual team members.
• Responsibility for the quality of new members of the team. You will provide daily / weekly / monthly updates.
• Very customer service focused, with the ability to deal both with your colleagues, team manager and client in a friendly, respectful and polite manner
• Superb communication skills and ability to recognise and adapt individuals different learning style
• Working directly with the client and fostering these relationships on an ongoing basis

Giving support:

• Using coaching techniques to support learner development and maintaining positive results for your team.
• Ensure that we are optimising all areas of team member performance resulting in World Class Customer Support
• Continuously driving engagement and creating a positive environment in the department.
• Deliver training as necessary

Leading change:

• Strong organisational skills and the ability to prioritise tasks
• Able to produce quality work while adhering to strict deadlines.
• High attention to detail
• Being efficient in planning out your day, meetings and how you will accomplish things will help you stick to your schedule.

Demonstrating integrity:

• Ability to work in a fast paced multicultural team. Understanding the differences in mindsets, type of learners, ability to apply different motivation techniques and coaching styles.
• Encourage openness and transparency
• Promote respect for equality and diversity at all times

What we NEED you to have:

• Previous Quality Analyst/Lead experience
• Proven leadership skills with the ability to coach, motivate and develop team members
• Good understanding of the BPO landscape, industry trends and operational challenges
• Excellent Communication and collaboration skills with an ability to deliver feedback

What happens next? Apply now and if you're successful with your initial application, our Recruitment department will be in touch within 7 days. You are not fully sure your profile matches all the requirements? Don’t hesitate to apply anyway! We wouldn’t like to miss the opportunity of meeting a great candidate.