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Quality Analyst (Remote in Ireland), Dublin
Client: Otonomee
Location: Dublin, Ireland
Job Category: Other
EU work permit required: Yes
Job Reference: 5fd8ea1d152a
Job Views: 2
Posted: 06.05.2025
Expiry Date: 20.06.2025
Job Description
About The Role
Job Title: Quality Analyst
Location: Remote, based in Ireland
Terms: Permanent Contract / Full-Time 40h weekly
Schedule: Candidates should be available to work on a rotational 8-hour shift basis scheduled between Monday to Friday (09:00 - 20:30). Weekends may also be included.
We are seeking an experienced Quality Analyst to join our team, ensuring the highest levels of service delivery. This is a remote position based in Ireland, with the primary focus on quality management, analytical skills, and continuous improvement.
Responsibilities
* Conduct daily reviews and evaluations of tickets, including DSAT analysis, QA notification grading, and random assessments.
* Create weekly coaching sessions, monitor completion, review appeals, and adhere to the CSAT feedback loop process.
* Utilize various tools to coach agents and team leads effectively.
* Collaborate with internal teams to enhance agent and member experiences.
* Escalate urgent quality issues to management.
* Participate in QA calibration sessions.
* Learn QA reporting and conduct data analysis and ticket assessments as needed.
* Monitor and analyze team performance to foster continuous improvement.
Your Profile
About You:
* At least 1 year of experience as a Quality Analyst, preferably in the BPO industry.
* Strong analytical and problem-solving skills.
* Excellent communication and interpersonal skills.
* Quality management certification (e.g., Six Sigma Black Belt) is a plus.
* Ability to work in a fast-paced environment and manage multiple priorities.
Why Us?
* Fully remote work based in Portugal
* Meal Allowance of €7.63 per working day
* Internet Allowance of €20 per month
* Equipment provided
* Home office allowance
* Online Gym and Wellbeing Studio
* Opportunities for professional growth
* Fun company events and team outings
* Autonomy and responsibility
Our Recruitment Process
* 30-minute Teams interview with the Recruitment Team
* Language test if applicable
* 45-minute Teams interview with the Hiring Team
About Us
Otonomee is a fully remote BPO founded in 2020 and headquartered in Ireland. We provide premium customer support in Healthtech, Fintech, E-commerce, SaaS, and Facilities Management. As a Certified BCorp since 2023, we uphold high standards of social and environmental responsibility. We promote diversity, inclusion, and a positive employee experience, striving to be bold, curious, and respectful. Join us to grow together.
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