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Training and Quality Lead (Dublin)

Basic Information

Last day to apply

31-Mar-2020

Primary Location

Dublin - Point Village

Description and Requirements

As the Quality/Trainer Lead you will work across the Account within Voxpro to support the teams in managing the quality process and training needs. The role will involve providing guidance and direction to team members in best practice methodology using client guidelines and process. You will help drive up the customer satisfaction and will support in the development of the new hire team members.

You will work with the Team Managers to ensure that support is given on an individual basis to meet agreed internal and customer satisfaction targets. A dual role, you will support the Quality review process by auditing an agreed number of cases/audits per agent per day. You will be responsible for providing feedback to the TMs on a regular basis to support them with performance management. You will also assist with the design and development of training programmes and at times deliver.

Job Responsibilities include:

  • Continuously evaluating agents case handling with regard to quality and customer service. You will Audit an agreed % of agent cases per day and provide the Team Manager with regular update
  • Working with client training department for new ‘go lives’ and to help ensure a smooth transition of their business into Voxpro
  • Monitor the levels of quality provided to customers you will complete Quality review forms and provide feedback to individual agents
  • Responsibility for the quality of new members of the team. You will provide daily / weekly / monthly updates
  • Identify and implement initiatives to drive up Customer Satisfaction
  • Collaborating with the team manager and agents to identify training and performance requirements
  • Designing and maintaining course materials and other documents such as hand-outs, manuals exercise, assessments and exams
  • Evaluating the effectiveness of training programmes and learning outcomes
  • Maintaining appropriate records of learner development and also resource allocation
  • Participate in training new members of the team
  • Run Training classes where necessary
  • Assess training needs and provide assistance, support and training to agents as required
  • Provide technical troubleshooting guidance to agents
  • Maintain up to date expertise on company products and procedures
  • Any additional responsibilities as business needs dictate

Skills & Experience:

  • Very customer service focused, with the ability to deal both with your colleagues, team manager and customers in a friendly, respectful and polite manner
  • Strong multi-tasking with excellent time management skills
  • Strong attention to detail, analytical skills and excellent communication are essential with a proactive and positive approach to tasks
  • Must have the ability to take ownership of this role, and constantly strive to make continuous improvements to the training, quality and performance function within Voxpro
  • Excellent listening skills essential as well as being empathetic to the needs of the agents, management and clients
  • Must have a passion for learning and development
  • Ability to maintain professionalism and confidentiality with information
  • You will have a proven ability to deal with problems and solve them effectively
  • An effective team player, you will be motivated, hardworking, and needs to be very flexible
  • You will be able to work independently as well as managing projects as per your Team Manager
  • You will possess excellent IT Skills & a passion for technology

Competencies:

  • Exceptional Customer Service
  • Problem-Solving and decision making
  • Communication
  • Planning and Organisation
  • Resilience and Openness to Change
  • Teamwork and Team building
  • Respect for Equality and Diversity
  • Proven leadership skills
     

Essential Requirements:

  • 1+ year previous training and or quality experience is essential
  • Fluent in English both written and verbal