Location: Dublin South, Dublin, Republic of Ireland
Type: Permanent
Start: ASAP
Quality Lead
107180
Desired skills:
Team Lead, Automated Tester, Dublin, Hybrid
Hybrid
You will support the quality review process by auditing an agreed number of cases per team member per day. You will be responsible for providing feedback to the relevant stakeholders on a regular basis to support them with performance management.
You will also coach the team members when necessary and assist with the design and development of training programmes, and subsequently deliver those trainings (if required).
Responsibilities:
* Using coaching techniques to support learner development and maintaining positive results for your team.
* Ensure that we are optimising all areas of team member performance resulting in World Class Customer Support.
* Continuously driving engagement and creating a positive environment in the department.
* Deliver training, as necessary.
* Continuously evaluating team members' case handling, with regards to quality and customer service. You will audit an agreed % of team member cases per day and provide the team leader with regular updates.
* Collaborating with the team leader and team members to identify training and performance requirements.
* Must have the ability to take ownership of this role and constantly strive to make continuous improvements to the training and performance function within TELUS Digital.
Requirements:
* Previous Quality Analyst/Lead experience.
* Proven leadership skills, with the ability to coach, motivate, and develop team members.
* Good understanding of the BPO landscape, industry trends, and operational challenges.
* Excellent communication and collaboration skills, with an ability to deliver feedback.
Our client cannot provide sponsorship for this role unfortunately.
If you are interested in this position, please hit 'Apply' below or contact Samuel in Reperio Human Capital for more information.
Reperio Human Capital acts as an Employment Agency and an Employment Business.
Samuel Raju is recruiting for this role.
Why not send us your CV to be kept up to date with the latest jobs or to have an initial discussion with one of our Consultants?
Sign up to our newsletter to receive information about the latest jobs we have on offer.
#J-18808-Ljbffr