Quality & Training Manager Job in Dublin North, Dublin Ireland

Quality Training Manager - Dublin North

Our client is a leading Contact Centre based in Dublin North who are now looking for a Quality Training Manager to define and implement ongoing quality control measures to increase overall customer satisfaction and reduce margin of error.

Duties:
*Lead team members, foster their professional development and growth, and promote teamwork and cooperation.
*Identify and analyse current programs and processes within the department that require quality improvement. Develop and implement improvements where appropriate.
*Request constructive feedback from agents, team members, management and customers on an ongoing basis regarding procedures and processes within the department.
*Provide management with information and feedback regarding quality of our services. Feedback should include suggestions of improvement.
*Implement effective quality programs within the department, including delivering program results to the Business Director to share with customers.
*Monitor and track progress and effectiveness of department quality projects.
*Keep abreast of new technologies and systems that may help team and improve quality. Conduct ongoing research in an effort to find effective quality and training programs.
*Work with Operations to gather statistical data on quality performance by following documented processes that identify root cause and provide detailed measurable actions to ensure continuous improvement.
*Promote a clear understanding of the importance of quality measures and control within the customer service and support industry.
*Deliver periodic training and call coaching.
*Coordinate and maintain training session facilities and equipment.
*Maintain productivity and effectiveness results on Trainer Scorecards.

Requirements :/b

*Skill in providing an exceptional customer experience.
*Skill in verbal and written communication to analyse, interpret and address customer needs.
*Knowledge of contact services industry and best Practices.
*Knowledge of PC applications.
*Ability to work with minimal guidance or supervision in a time critical environment.
*Ability to be flexible and quickly adapt to changing business needs and processes.
*Ability to motivate and mentor team, presenting new opportunities and challenges for additional development.
*Bachelor's Degree with a minimum of five years related experience

Salary :

* €50,000 to €60,000 depending on experience

Interviews are taking place immediately, please apply via the link or call Lisa Bassett on 01 840 9207.

Adecco is an Employment Business and an Equal Opportunities Employer.