'Are you ready to soar to new heights in your career? Do you have a passion for delivering exceptional customer service? If you're looking for an opportunity to join a renowned airline and be part of a dynamic team, look no further!
Covalen is working with Europe's leading low-cost airline, to find enthusiastic individuals to join our team. We are known for our commitment to providing outstanding customer experiences, and we're searching for talented individuals who can help us continue our journey to excellence.'
The Quality Specialist provides support in measuring Operations delivery against our agreed standards and business requirements and drives the required knowledge, skills and attitude of agents to achieve agreed Quality.
The Quality Specialist will monitor, evaluate, counsel, and document employees’ contact performance and provide coaching assistance as needed to meet goals and expectations.
The Quality Specialist works closely with management to support and drive the Quality results of a team.
The Quality Specialist will be working within and promoting the Company Values – Be Brave, Be Wise, Be Proud and Exceed.
Responsibilities
• Monitors and enhances employee performance through coaching on quality and the account specific requirements.
• Monitors and enhances agent performance through training on quality.
• Supports the Team Leads to educate and develop all TSAs.
• Provide backup to the training department as and when required.
• Attends and participates in meetings to review results.
• Perform, provide and complete data analysis to establish trends as requested.
• Assist Training and Quality Manager in preparing various projects aimed to drive Quality and operation delivery.
• Handle assigned quality assessment targets.
• Performs administrative duties as needed.
• Support TL to establish Action Plans or Performance Improvement Plans to improve an agent contact quality measurement.
• Provide feedback on assessments and quality in order to enhance performance and tools.
Duties
• Monitor contacts of assigned agents in any Quality Specialist spoken languages.
• Provide feedback to agents.
• Provide coaching to agents.
• Prepares and distributes reports.
• Attends and participates in professional development activities.
Essential Competencies:
Quality Awareness
Communication skills
Team work
Analytic and problem solving skills
Time Management
Pro-activeness
Candidate Profile:
• Ability to discern quality of agent contact performance.
• Displays a strong personal commitment to successfully completing their work.
• Produces highly accurate assessments.
• Keeps well informed of program changes.
• Ability to maintain confidentiality.
• Ability to make fair and consistent judgement and decisions.
• Ability to adhere to all organisational policies and procedures.
Experience:
• 12 months technical support experience required.
• Experience in Quality desirable
What We Offer:
Exciting opportunities to work for a leading airline with a strong and well-established brand.
Competitive salary and attractive benefits package, including flight privileges.
Comprehensive training and ongoing support to ensure you have the skills and knowledge to excel.
Career development and growth opportunities
A vibrant and multicultural work environment that fosters teamwork, collaboration, and fun.
The chance to be part of a team that values innovation, customer satisfaction, and employee engagement.
Company Details:
Covalen has over 25 years’ experience in Business Process Outsourcing (BPO) and Managed Services provision. They provide tailored Outsourcing Solutions across all industry sectors including Banking, Financial Services and Insurance, Information Technology, Gaming, Energy and Utilities. The Covalen team are supporting a financial client with their growth in the Irish market. These roles will be based in Budapest, Hungary. Covalen are growing their team to work in Aviation Customer Support. The mission of the team is to provide best-in-class support to customers.
Covalen is an equal opportunity employer.