Location: Onsite in Cork, Ireland
Salary: Base €38,500 gross p/a + performance bonus
Hours of operation: Mon-Fri from 11am-8pm (Subject to change)
Employment type: Permanent position
Start date: January 2026
Position Overview
The role of Operations Quality Analyst will involve providing guidance and direction to team members in best practice methodology using client guidelines and risk assessment processes. The role will be to support the operation through Quality audits, analysis and coaching. You will work with the Team Leads to ensure that support is given on an individual basis to meet agreed internal targets. Your key focus will be to assess and improve the Quality scores and processes across the operation. This will involve working closely with the management team and the client to best support performance management and team member development.
This will involve support and development of team members at all levels. You will be working closely with the Training and Quality teams to drive Operational improvement through innovation and creative thinking.
What we offer:
* Stable job: permanent employment contracts
* Performance-based bonus
* Opportunity to advance your career
* Great rewards for referring your friends
* Multilingual exposure: improve your spoken and written language skills
* Inspiring and fun environment. Our offices are known for their innovative, fun and pleasant design. Enjoy our 'relax' and 'play' areas as well as our onsite gym
* Community projects. Want to make the world a better place? We run CSR (corporate social responsibility) events all year long
* Private medical insurance coverage (after 6 months tenure). We work with one of the best suppliers (VHI) where you will benefit from a professional package
* Bike-to-work tax relief
* Pension scheme
* Maternity and paternity leave
* Access to GP care and an occupational health advisor
* Subsidized canteen
Responsibilities:
* Assist in helping team members with live case management and questions about quality, tools usage, risk assessment and accuracy of responses.
* Responsible for coaching/feedback sessions for individual team members to develop their core skills and improve performance.
* Perform Quality audits & Accuracy reviews, as required
* Create an open and honest feedback flow with Management regarding team members performance and recommendations.
* Maintain all relevant performance records
* Provide assistance, support and training materials, as required
* Provide daily / weekly / monthly updates and reports.
* Organising Quality workshops & training, where necessary
* Collaborating with Team Lead and team members to identify training, performance & quality requirements
* Identify and implement initiatives for Quality improvement
* Conduct ad-hoc projects, tasks and deep dives, as requested
* Maintaining up to date expertise on company products, procedures & processes
* Additional responsibilities as required by the role
Core competencies:
* Risk assessment focused, with the ability to deal both with your colleagues, team managers and customers in a friendly, respectful and polite manner
* Experience in detecting fraud in banking, fintech, or other financial services
* Previous experience with QA/Quality assurance roles is required
* Understand the language of bank transactions, including ACH, check, debit card, credit card, and wire transfers, both domestic and international
* Demonstrate risk and compliance knowledge: a strong understanding of Know Your Customer (KYC), Anti-Money Laundering (AML), and risk assessment procedures is preferred
* Excellent organisational skills with the ability to plan & prioritise your tasks to complete your workload
* Strong multi-tasking with excellent time management skills
* Strong attention to detail, analytical skills and excellent communication are essential with a proactive and positive approach to tasks
* Must have the ability to take ownership of this role, and constantly strive to make continuous improvements to the quality and performance function
* Excellent listening skills essential as well as being empathetic to the needs of the team members, management and clients
* Must have a passion for learning and development
* Ability to maintain professionalism and confidentiality with information
* You will have a proven ability to deal with problems and solve them effectively
* An effective team player, you will be motivated, hardworking, and needs to be very flexible
Join our team and apply now
Apply now and if you're successful with your initial application, our recruitment department will be in touch within 7 days.
Are you worried your profile doesn't meet all the listed requirements? Don't hesitate to apply anyway We wouldn't like to miss the opportunity of meeting a great candidate.
About us: Since founded in 1998, excellent customer service is our passion we went one step further and are now part of TELUS Digital. Since then, over 70,000 team members are providing customer service at its best in more than 50 languages for international and well-known partners.
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