Customer Engagement and Quality Specialist (Permanent)
Job Ref:
****
Job Title:
Customer Engagement and Quality Specialist (Permanent)
Location:
Dundrum - Dublin 16
n/a
Close date not set
Vacancy Description
Join Intact Insurance and make a difference every day.
Whether you're just beginning your career or looking to take the next progressive step, Intact Insurance Ireland is where you can be yourself, learn and develop, and where your ideas matter.
With offices in
Belfast, Galway, and Dublin
, we've embraced
hybrid work
, empowering our people to
work flexibly
and deliver great service to our customers every day.
We want you to thrive and grow with us – and we'll give you all the tools, flexibility and learning opportunities you need to do it.
And, if you bring your best, then we promise to give you, our best.
Our employees are at the heart of everything we do.
Together, we help people, businesses, and society prosper in good times and be resilient in bad times.
Our employee promise represents Intact Insurance's commitment to you in exchange for living our Values, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us.
Customer Engagement & Quality Specialist
We're transforming our Contact Centre into a truly customer and employee centric operation—powered by advanced analytics, automation and unified experiences.
As a Customer Engagement & Quality Specialist, you'll be the bridge between our people, our customers, and our Solas transformation—elevating Quality standards and driving adoption of new ways of working through Calabrio QM Tools
This is a hands-on role for someone who cares deeply about the customer and thrives on using insights to make things measurably better.
Key Responsibilities:
Working directly with team managers and supervisors to drive high standards in Technical Quality and Customer Engagement.
Lead Quality Calibration across teams to ensure consistent, fair scoring and actionable feedback.
Conduct Quality evaluations for accuracy; uphold internal Quality processes and evolve them for QM tool Capabilities.
Deliver targeted coaching that improves both Technical Quality and Customer Engagement outcomes.
Partner with Training to create content and enable leaders to coach confidently and consistently.
Analysing and reporting on quality trends to the leadership team, providing recommendations and driving improvements.
Ensure MCC Supervision is fully adhered to in training, QA and daily operations.
Mitigate risk through robust QA controls, documentation, and audit readiness.
Maintain a strong customer duty and regulatory lens in all coaching and change decisions.
Confidently present and challenge to ensure alignment, buy-in, and measurable improvements.
Requirements:
APA Qualification
Exceptional Coaching Skills with a proven track record of improving performance through coaching.
A passion for Customer Experience.
A strong performance record in a Customer Experience role
Self-motivation and an ability to work independently without direct supervision
A keen interest in data and customer insights.
Proficiency in Microsoft Office, particularly excel.
Regulatory Requirements:
If this role is defined as a "controlled function" by the Central Bank Reform Act **** Regulations ****.
Any appointment will be conditional on the company being satisfied that you meet the requirements as set out in the Fitness & Probity standards issued in this Act.
Intact Insurance Ireland DAC and its affiliate companies consider applicants on the basis of qualifications and without regard to race, colour, religion, sex, national origin, age, marital or veteran status, sexual orientation, disability or any other legally
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