Job Title: Quality Analyst - French Speaking
Location: Dublin 18
Contract Type: Permanent Full-time
Work Model: Onsite
Working Hours: Monday to Friday, 9 AM till 5:30 PM or 6 PM till 2 AM
CPL Healthcare is a leading healthcare recruitment agency with over 25 years of experience in providing top talent to the industry.
Job Description:
The Quality Analyst will play a key role in ensuring the quality of our services by monitoring and evaluating employee performance, providing coaching assistance as needed, and driving quality results within the team.
The successful candidate will work closely with the management team to support and drive quality results, while promoting the company's Essence Pillars: Performance Gurus, Client Co-Creators, and Excellence Designers.
Duties and Responsibilities:
1. Monitor and enhance employee performance through coaching on quality and market-specific requirements.
2. Support the Market Team Leads in educating and developing all representatives.
3. Provide backup to the training department as needed.
4. Attend and participate in meetings to review results.
5. Perform data analysis to establish trends as requested.
6. Assist Training and Quality Leads in preparing projects to drive quality and operational delivery.
7. Handle quality systems onsite.
8. Perform administrative duties as needed.
9. Support the establishment of Action Plans or Performance Improvement Plans to improve representative quality performance.
10. Provide feedback on policies to enhance quality.
11. Monitor cases of assigned agents in any QA spoken languages.
12. Provide ongoing feedback to representatives.
13. Prepare and distribute reports.
14. Attend and participate in professional development activities.
15. Deliver just-in-time training to auditors on new or changing content policies, as well as