• Sector: Customer Service
  • Contract: Full time


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English Quality Lead role in Dublin

Ireland » Dublin

Job description:


We are recruiting English speakers for Quality Lead role 
Ensuring timeliness and completion of the audits and all other Service Level agreement defined by our client
Ensure calibration sessions are executed based on the expectation in a timely manner
Responsible in leading for the Monthly Quality Reviews with stakeholders
Accountable for dispute challenges and outcome
Ability to conduct training and on boarding for newbies
Minimizing impact on operations by managing team performance and expectations
Ability to identify trends and catch red flags in the QA audit
Work closely with client's CX Program Manager and Call Center Quality Managers
Able to adapt quickly to changes in workflows / processes / procedures / product feature
Manage and monitor IQE`s to ensure they are performing at their highest level of QA work


Fluent English
Degree or equivalent practical experience with a minimum of 3-5 years Quality Assurance managerial experience in a call center environment
Ability to deep dive into data and provide comprehensive root cause  analysis
Excellentwrittenandverbalcommunicationskills.Comfortcommunicatingwithalllevelsofmanagement and able to adjust messaging to different target audiences with to-the-point communication
Sensitivity: Internal & Restricted
Excellent organizational skills and detail-oriented approach to problem solving
Demonstrated proficiency in multi-tasking and prioritization
Familiarity with project management
Moderate understanding of business process improvement methods
Understanding of departmental policies and procedures
Self-motivated, entrepreneurial, and comfortable dealing with ambiguity.
Ability to work in a fast paced environment.
Strong attention to detail
Coaching experience is a must



  • Opportunity to work in a fast-growing company and in a multinational environment
  • Opportunity to grow in the organization and build a successful career path
  • Access to a variety of benefits
  • Personal and professional development through a variety of training programs (hard/soft skills)
  • Complex salary package


DK Global Recruitment is a multilingual recruitment agency, based in Dublin, Ireland. We specialize in finding European language-speaking jobs for job seekers in many European countries. With years of experience in the multilingual BPO sector.

Our clients are highly-reputed companies with constant growth in the international market and we are pleased to find good employees for them. Thus, you should not hesitate to contact us regarding any kind of queries you have, related to jobs and career advice.

Why choose Recruitment Agency: You are given extra support in preparing for interviews / You can ask for your application feedback anytime via email or phone / All our services to job seekers are free of charge / We also offer bonus scheme to candidates.

Note: Applying to this job advertisement would be considered as GDPR consent given to DK Global Recruitment. We may share your profile details directly with the hiring company for the initial screening of your profile suitability and duplicate check.

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