Job title: Bilingual Quality and Training Specialist with Spanish
- Looking after Customer Support Team for Social Media Platform
Your daily responsibilities will include:
- 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
- Collaborate with internal and external stakeholders, highlighting QA trends and insights to the business
Your Profile:
- Degree or equivalent practical experience
- Minimum of 2 years experience in contact center (call center or tele-sales environment) with Quality Assurance and/or coaching experience
- Excellent interpersonal and communication skills
- Bilingual: Fluent English AND Spanish
- Ability to work in Ireland Full time (EU Passport, Stamp 4 or Stamp 1G)
- Ability to work in a fast paced environment
Salary and 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
- Relocation assistance
- Access to a variety of benefits
- Complex salary package
Location?
- Location: Dublin 2 (Working from home due to Covid19 until further notice)
If you are interested in moving to this exciting opportunity, feel free to send your CV directly to miho.lucic(at)cpl.ie or submit though the link provided.