Service Quality Specialist
14 month maternity cover contract
Location: Dublin City (Hybrid) 2 days on site per week
Salary per year €63,470
The Consumer Services Division empowers and protects consumers to choose and use postal and telecommunications services with confidence. It identifies and understands consumer harms and needs. It raises awareness of, and implements, rights and protections to mitigate those harms. It also supports consumers by ensuring that they have easy access to the information and tools they need, effective customer care, complaint handling, and redress mechanisms.
It also ensures service providers proactively uphold consumer rights and protect the interests and rights of disabled and vulnerable end users.
The Consumer Care Team handles consumer queries in relation to Electronic Communications Services (ECS), Premium Rate Services (PRS) and postal services. The Consumer Care team also escalates consumer complaints to ECS and PRS providers, and records complaints from end-users relating to the accessibility of services under the European Accessibility Act (EAA).
The Consumer Care Team publishes its Consumer Line Statistics on a quarterly basis which provides an overview of consumer queries and complaints recorded in relation to ECS and PRS providers' services, products and customer care.
Role and Responsibilities
The primary role of the Consumer Care Service Quality Specialist is to ensure that the quality of service provided by the Company, is maintained to the highest standard across queries, complaints and escalated contacts.
This is an operational role with an emphasis on quality of service measured by efficiency, consumer satisfaction and compliance to regulatory requirements.
The successful candidate will:
• Develop a bespoke consumer care quality programme suitable for complex and varied case types designed to ensure the best possible consumer experience at scale
• Conduct deep dives to identify process and policy gaps and implement corrective actions
• Work with the consumer care vendor team to develop guidance and strategies for maximising consumer satisfaction metrics
• Work with the consumer care vendor team to develop operational strategies and techniques to maximise agent productivity
• Become a subject matter expert in regulatory and legal guidance informing consumer care policies
• Work with the Consumer Care data analyst to ensure data captured meets reporting and data hygiene guidelines
• Work with our outsourced vendor partner to ensure all contractual obligations are met with respect to operational standards and processes and ensure all agreed service quality KPIs are met
• Collaborate with consumer care stakeholders to identify obstacles to delivering service quality gaps and develop solutions to fill them
• Develop a framework for measuring consumer satisfaction and subsequent implementation and monitoring.
• Manage the day-to-day relationship with the outsourced vendor to improve contact handling and act as a resource for resolution of complex queries.
• Complete calibrations with the Company's vendor partner to maximise agent performance and quality
Qualifications & Experience
o Substantial experience working in a customer care or similar function with team leadership and quality management responsibilities.
o Experience managing operational KPIs with a track record of improving performance over time.
o Excellent verbal and written communication skills.
o Ability to develop a programme of work involving multiple stakeholders
o Proven ability to operate collaboratively at all levels within an organisation
o Experience in vendor management or operational excellence
o Experience creating customer support quality frameworks and overseeing adherence to quality protocols.
o Quality certification from professional body such as COPC or similar
o Experience in lean or six sigma methodologies in a customer support setting o Experience in writing quality system specifications
o Experience working with regulatory or legal stakeholders.
In addition to your technical qualifications and experience, you will bring professional competencies and skills in the following core areas:
Analytical & Critical Thinking Objectively analyses and evaluates information in order to identify patterns between situations that are not obviously related. Develops and clearly articulates solutions to complex problems.
Drafting Uses a logical structure to draft documents. Communicates complex and technical information clearly and concisely. Ensures key messages are understood and have the desired impact on the target audience.
Communicating & Influencing Communicates clearly, confidently and respectfully. Engages, persuades and convinces others to follow a particular course of action. Ensures all relevant parties are appropriately updated and notified.
Teamwork Promotes and enhances team performance through working collaboratively and in cooperation with others to achieve goals. Interacts in a manner that builds respect and fosters trust.
Planning and Organising Establishes and monitors priorities, systematically differentiating between urgent, important and unimportant tasks. Plans and manages activities to consistently deliver results. Meets objectives within agreed predetermined time frames and deals with urgent operational situations expeditiously.
Full right to work in Ireland is required (Stamp 4 / EU citizen)
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Email [email protected] with current up to date CV.
