Quality Assurance Analyst - Swedish & Norwegian speaking

Responsibilities:

* 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

Requirements

* Degree or equivalent practical experience

* 2 years experience in a sales or call centre environment with Quality Assurance experience desirable

* Excellent interpersonal and communication skills

* Trilingual – Fluent in Swedish with working proficiency in Norwegian and English

* Self-motivated, entrepreneurial, and comfortable dealing with ambiguity

* Ability to work in a fast-paced environment.

* Strong attention to detail, and ability to identify explicit and implicit signals which may translate opportunities for our agents.

* Coaching experience is a plus.

* Experience in the advertising industry is a plus

Salary:

* €38k/year + 5% bonus + Joining bonus worth 1 month’s salary

* 20 days holiday leave per annum

* Health Insurance

* Life Assurance

* Remote/hybrid model with attendance on site in near future

* Bike to work Scheme

* Monday to Friday

* Relocation assistance
Posted
07/24/2022
Location
Dublin, IE