We are seeking an experienced Senior Quality Assurance Specialist to join our team in Dublin. In this role, you will play a key part in ensuring that our operations meet the highest quality standards by monitoring, evaluating, and supporting the performance of our representatives.
This is a great opportunity to make a real impact in a fast-paced, international environment, working closely with management to drive continuous improvement and deliver excellence.
The ideal candidate will have excellent analytical and problem-solving skills, with the ability to communicate complex ideas effectively. If you are passionate about delivering high-quality results and are committed to ongoing learning and development, we would love to hear from you.
Key responsibilities include:
* Monitoring and evaluating representatives' performance, providing feedback, coaching, and support
* Conducting training sessions on quality standards and market-specific requirements
* Collaborating with team leads and management to reinforce quality processes
* Providing backup support to the training department when required
* Delivering 'just-in-time' training on new or updated content policies
* Performing data analysis and reporting to track trends and quality outcomes
* Investigating and resolving escalations regarding decision accuracy and policy clarity
* Mentoring auditors in the use of tools and audit systems
* Developing documentation, sharing feedback, and recommending improvements to processes and tools