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Ireland
Indeed Hiring for Quality Support Specialist Job at Dublin , Ireland Full Time
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Responsibilities
Your Job
Are you passionate about analyzing organizational performance? Do you strive to help Client Success teams gain insight into the way they do business with our customers? Our CS Support – Quality Support Operations (QSO) team delivers insights on communication and care that help client-facing teams reimagine their training, communication, business, and organizational processes to bring efficiency and optimization to global Client Success care.
In our Quality Support Operations practice, our QSO Analysts work in partnership with CS Team Leads and our CS Support peer teams to identify behaviors and patterns that affect client-care. QSO Analysts report into the QSO Manager and work directly with QSO Project Managers gathering the data and insight that compel change in the business. The successful candidate will have exceptional communication skills, be detail oriented, analytical, organized and thoughtful, with the demonstrated ability to work both independently and within a team.
Responsibilities
- Own the process of gathering, analyzing, and reporting key quality metrics and target tracking for Dedicated, Shared, Social, and Jobseeker Client Success teams
- Deliver support and training on quality solutions that include documentation, process, and technology
- Provide trend data and actionable insights to management and various internal support groups as needed
- Perform audits of quality functions as a control to ensure that internal processes are being followed and quality standards are met
- Provide guidance in the calibration between teams, facilitating discussion around policy setting and measurement of quality in each business area.
- Help develop strategy, tactics, and KPI measurements associated with the pursuit of a better client experience
- Perform as primary point of contact for clarification and / or resolution of any CS reported concerns in quality metric reporting and analysis
- Build relationships with internal stakeholders and peer teams (e.g. Business Intelligence, Workforce Management, Process Improvement, Business Communications, Voice of Customer, and Business Operations Support Services teams)
- Deliver consistent and routine metric updates (weekly, monthly, quarterly, annually) with a high level of accuracy.
Who You Are
- 1+ years experience working on or with Client Success team(s)
- 1+ years experience working in data analysis / quality support / client success operations
- Ability to identify quality support management needs, and advocate confidently on behalf of client success business partners for changes in documentation, process, or technology
- Ability to work independently and manage multiple task assignments to completion
- Ability to analyze and provide insight into complex data patterns
- Passion for process efficiency, detail oriented, and data-driven
- Excellent communication skills and ability to build relationships with various departments and stakeholders
- Ability to learn quickly and exhibit tech savviness; your curiosity and passion mean that you can get up to speed and have an impact from day one
- Commitment to service excellence
Who we are
Our Client Success team provides expert support to our clients, partners and fellow teammates around the globe. We focus on collaboration, the ability to adapt to client needs, and a passionate approach to service.
Our Mission
As the world’s number 1 job site*, our mission is to help all people get jobs. We strive to cultivate an inclusive and accessible workplace where all people feel comfortable being themselves. We’re looking to grow our teams with more people who share our enthusiasm for innovation and creating the best experience for job seekers.
(*comScore Total Visits, September 2021)
Salary Range Disclaimer
The base salary range represents the low and high end of the Indeed salary range for this position. Actual salaries will vary depending on factors including but not limited to location, experience, and performance. The range listed is just one component of Indeed’s total compensation package for employees. Other rewards may include quarterly bonuses, Restricted Stock Units (RSUs), an open Paid Time Off policy, and many region-specific benefits.
Salary Range Transparency
Dublin 37,000 – 48,000 EUR per year
Equal Opportunities and Accommodations Statement
Indeed is deeply committed to building a workplace and global community where inclusion is not only valued, but prioritised. We’re proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to age, disability, ethnic background, family status, gender identity or expression, marital status, membership of the Traveller Community, national origin, neuro-diversity, race, religion, sex, sexual orientation, or any other non-merit based or legally protected grounds.
Indeed is committed to providing reasonable accommodations to qualified individuals with disabilities in the employment application process. To request an accommodation, please contact Talent Attraction Help at +353 1800 816 548, or by email at [email protected] at least one week in advance of your interview.
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Reference ID: 38443
