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 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.
- Bachelor’s degree or Equivalent
- Minimum of 2 years-experience in contact centre (call centre or tele-sales environment) with Quality Assurance and/or coaching experience
- Excellent interpersonal and communication skills
- Native-level Arabic and fluent English
- Ability to work in Ireland Full time (EU Passport, Stamp 4 or Stamp 1G)
- 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
If you are interested in moving to this exciting opportunity, feel free to send your CV directly to tristan.moyer(at)cpl.ie or submit though the link provided.