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View Cache (Job ID 13803193)
Employer Celtic Careers
Job Title Contact Centre Team Leader
Description

Call Centre Team Leader required for our Client in Dublin 12.

job reference - 899706

You will be responsible for ensuring highest level of quality and service are provided to our Clients customer base via regular Audit and Quality checks within the Customer Contact Centre environment.

Education and Experience

Bachelor's degree preferred.

Team Leader experience within a Call Centre or Insurance industry environment.

Quality inspection, auditing and testing experience

Experience with ISO an advantage.

Strong computer skills including Microsoft

knowledge of relevant regulatory requirements

attention to detail

data collection, management and analysis experience

problem analysis and problem solving skills

planning and organisational skills

Good judgement and decision-making skills

customer service orientation

Must be a team player

Responsibilities

Audit and inspect quality of staff work to ensure highest levels of quality are maintained.

interpret and implement quality assurance standards

evaluate adequacy of quality assurance standards

Review the implementation and efficiency of quality and inspection systems and develop new systems for quality checks.

document internal audits and other quality assurance activities

investigate customer complaints and non-conformance issues

collect and compile statistical quality data

analyse data to identify areas for improvement in the quality system

develop, recommend and monitor corrective and preventive actions

prepare reports to communicate outcomes of quality activities

identify training needs and organise training interventions to meet quality standards

coordinate and support on-site audits conducted by external providers

evaluate audit findings and implement appropriate corrective actions

responsible for document management systems

assure ongoing compliance with quality and industry regulatory requirements

assist management with project based roles

This job originally appeared on RecruitIreland.com
Location Dublin South, Dublin
Date Added 73 days ago
Apply Link
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