Unijobs Hiring for Contact Centre Quality and Training Officers Job at Remote , Ireland Full Time

Unijobs on behalf of the HSE Communications Division are recruiting for multiple Quality Assurance and Training Officers. The successful candidates will be providing Quality Assurance and Training for HSELive services and agents and maintaining knowledgebase and scripts.

The duration of the posts is 12 months with possible extensions thereafter. Working a 37 hour week, the successful candidates will be employed as agency employees and paid an hourly rate of €22.86 per hour based on an annual salary of €44,128 per annum. The successful candidates will also accrue 30 days annual leave per annum. The roles will be working remotely but you may need to attend occasional meetings in Louth. The roles will be working a 5 over 7 roster so applicants must be comfortable to work weekends if required.

Responsibilities of the role:

• Monitor and evaluate agent calls, emails and cases handled with high standards of quality to deliver an excellent customer experience.
• Inform the Training and Quality Manager of persistent problems associated with individual agents or groups of agents in regards to performance.
• Provide meaningful insight and analysis as part the quality audits.
• Ensure that front-line agents are supported to provide consistent, reliable and courteous customer service to the public and that they demonstrate our corporate values of care, compassion, trust and learning.
• Be service-user and client-focused, and understand the Health Services’ fundamental role, purpose, structure and strategic goals.
• Identify training and performance requirements and propose initiatives to drive up Customer satisfaction
• Report daily to the Manager to raise awareness of when agent performance falls below standard, provide analysis of the root cause together with recommendations for remediation and improvement
• Work closely with the third party provider’s quality team to ensure engagement, openness and respect in delivering shared objectives. Be the point of contact for the team in regards to updates.
• Follow through with the third party provider’s quality team on agreed remedial actions in relation to specific agents or groups of agents
• Undertake joint calibration of call quality with the third party provider’s quality team to establish agreed quality standards
• Be a subject matter expert in the context of HSELive and the current Covid-19 and Vaccination script and ensure that you have a comprehensive understanding of all relevant briefs and communication
• Provide input and assist in the development of training content based on script knowledge and quality insights
• Deliver training content as provided by Manager to groups of remote agents and ensure that the learning outcomes are achieved through training assessment and ongoing quality assessment
• Manage agent participation during training delivery and consistently test for understanding, observe agent behaviour and alter delivery to adapt to different learning styles
• Contribute as part of a high-functioning team, with concurrent projects and competing priorities.
• Support the handling of complaints within the department.
• Work with colleagues from the wider Communications Division, from other Divisions and from external partners.
• Provide support with overall office and team workload.
• Maintain own knowledge of relevant regulations and legislation e.g. GDPR, FOI Acts etc.
• Ensure consistent adherence to procedures within area of responsibility.

Required skills/experience:

• A minimum of three years working in a customer focused environment
• Previous quality auditing or training experience desirable
• Good general knowledge of the health service and how it works.
• Excellent communication, consulting, influencing and interpersonal skills
• Be an advocate for excellent customer service with the energy and commitment to engender this in others
• Good understanding of adult learning principals
• Excellent listening skills combined with the ability to identify coaching and training opportunities for agents
• Strong attention to detail, analytical skills and excellent communication are essential with a proactive and positive approach
• Excellent planning and organisational skills including using computer technology effectively.
• Flexibility, problem solving and initiative, ability to demonstrate skills including the ability to adapt to change and follow through
• The ability to work both independently and as part of a team.
• Maintain high levels of accuracy in assigned tasks.
• Proactive in the improvement of processes and procedures.

Unijobs is an equal opportunities employer