Contact Centre - Call Quality Assurance & Learning Specialist
COMPANY BACKGROUND
Click&Go Holidays is a multi-award-winning online travel company based in Dublin city centre. Our standout strength is exceptional customer service — from booking to post-travel, we focus on delivering a trusted, seamless experience. Click&Go Holidays offers the full range of holidays Sun, City, Cruise, Disneyland Paris, USA and Worldwide to Irish consumers.
OUR AMBITION
With a strong culture of best practice and service, we continue to grow by investing in innovation, customer experience, and technology. Whether online or through our contact centre, we aim to make every customer feel supported and valued — and we apply this same service ethos across the entire company.
PURPOSE OF THE JOB
The primary purpose of this role is to monitor, evaluate, and continuously improve the quality of customer interactions across all Contact Centre channels, while supporting Learning & Development initiatives that enhance agent capability and performance.
Using structured QA scorecards and AI-enabled quality monitoring systems, the Quality Assurance & Learning Specialist will ensure that every customer receives a consistent, compliant, and customer-centric experience in line with Click&Go Holidays' 5★ service standards. This role will provide actionable insights to managers, support coaching and training programmes, and help prepare the business for future omnichannel and AI-driven customer communication platforms.
PRIMARY RESPONSIBILITIES
Quality Assurance & Performance Monitoring
· Evaluate inbound and outbound interactions across phone, email, and other customer contact channels using standardised QA scorecards.
· Leverage AI-powered quality monitoring tools to analyse and score customer interactions at scale and on an individual level, ensuring consistency and efficiency.
· Maintain a regular schedule of quality monitoring to support compliance, service standards, and continuous improvement.
· Ensure adherence to company policies, brand tone of voice, and regulatory requirements.
· Support the development and rollout of QA frameworks for new communication channels and technologies.
· Produce regular QA performance reports and insights for leadership and operational managers.
Learning & Development (L&D) Support
· Identify training needs and performance gaps through QA insights, trend analysis, and AI-generated data.
· Collaborate with Contact Centre managers to align QA outcomes with coaching, learning plans, and development initiatives.
· Support the design and delivery of targeted coaching sessions, refresher training, and quality-led learning interventions.
· Contribute to the development and continuous improvement of training materials, scripts, templates, and workflows.
· Support onboarding and upskilling initiatives by providing quality insights that enhance agent readiness and confidence.
SKILLS REQUIRED
· Excellent listening, analytical, and evaluation skills.
· Strong attention to detail, with the ability to identify patterns and trends in performance.
· Strong verbal and written communication skills for delivering clear feedback.
· Ability to manage sensitive performance data with discretion and professionalism.
· Proficiency in Microsoft Office applications; experience with QA platforms and AI-enabled monitoring tools is advantageous.
PERSONAL ATTRIBUTES
· Customer-focused mindset with a passion for service excellence.
· Objective, fair, and constructive in feedback delivery.
· Highly organised, methodical, and self-motivated.
· Resilient and able to work in a fast-paced environment.
· Collaborative team player who can build positive relationships across teams.
· Committed to continuous improvement and learning.
EXPERIENCE
· Experience in Call/Email Quality Assurance, Learning & Development, coaching, or training roles within a contact centre environment is highly desirable.
· Proven track record of assessing customer interactions and translating insights into coaching or training outcomes.
· Knowledge of QA methodologies, scoring systems, and performance measurement frameworks.
· Experience working with or supporting AI-driven QA or call monitoring systems is desirable.
· Demonstrated ability to influence improvements in service quality and customer experience.
WORKING LOCATION/HOURS
· Full Time permanent position Monday-Friday 09.00hrs – 17.30hrs.
· Position is primarily office based in Dublin 1, with the option of hybrid working after a 6-month probation period.
THE PERKS
· Friendly, supportive working environment.
· Being part of rapidly expanding company with strong market growth.
· Dublin city centre office location with option to work from home.
· Competitive salary.
· Additional Leave
o Based on length of service after 2 years
o Anniversary leave, based on 5, 10 and 15 years in service
o Birthday Leave
· Workplace Incentives
· Discounted Holidays
· Monthly Lunch Social
APPLY NOW
To apply, send your CV and brief cover email to
,
outlining how your skills align with the role.