Quality Lead (€60k-€65k DOE) Dublin, Ireland - 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 where needs be and assist with the design and development of training programmes and deliver those trainings (if required).
The role entails: 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 regard to quality and customer service.
You will Audit an agreed % of team member cases per day and provide the Team Leader with regular update; Monitor the levels of quality of the team members work 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 The ideal candidate should: 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, then 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.
Skills: Team Lead Automated Tester Dublin Hybrid