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Quality and Training Specialist - Ref No. 195CO22

Role: Quality and Training Specialist

Area: Customer Operations 

Location: Dublin 

Reference Number: 195CO22

Closing date for applications: 1 July 2022

The Customer Service team is responsible for managing & monitoring multi - channel customer contacts, complaints & escalations via the Contact Centre, ensuring that all queries are responded to, escalated and resolved appropriately and efficiently.

Reporting to the Customer Experience Manager, the Quality and Training Specialist is responsible for driving the Quality and Training program, to achieve the highest standard of customer services possible. This requires continuous monitoring of Quality KPI's and outputs along with monitoring Contact Centre training efficiencies, review of materials and processes and managing enhancements and rollouts.

The Quality and Training Specialist will be required to work closely with the key stakeholders, both internally and externally to ensure consistency and alignment in all areas of our business.