- Expérience
- N'importe lequel
- Salaire
- EUR 40,000 – EUR 40,000 / year
- Ouvertures
- 1
- Publié
- il y a 3 heures
- Mode de travail
- Travaillez à domicile
- Éducation
- licence
- Admissibilité
- Applicants must reside in Ireland and have EU/EEA citizenship or a valid Irish work visa. Sponsorship is not provided.
- CV
- Candidature requise
Description de l'emploi
About the Role
We are seeking a Customer Experience (CX) Quality Analyst to join a dynamic global technology company, primarily working remotely in Ireland on a 12-month fixed-term contract with the possibility of extension. This position plays a key role in shaping superior customer support services within a fast-paced, customer-focused software product environment by reinforcing standards and behaviors that enhance customer journeys.
Key Responsibilities
- Conduct quality assurance evaluations of multi-channel customer interactions including chat, email, and phone communications.
- Deliver constructive and developmental feedback to customer support agents to enhance their performance.
- Collaborate closely with vendor teams to ensure alignment with internal customer experience quality benchmarks.
- Provide coaching to support agents both one-on-one and in small groups.
- Analyze customer sentiment and detect trends to recommend data-driven improvements.
- Partner with leadership for coaching initiatives, performance management, and reporting team progress.
- Offer flexible support across global support queues during peak demand periods.
- Contribute to projects aimed at advancing automation for customers and support agents.
Qualifications & Skills
- Experience in customer support settings focusing on service QA audits, escalation reviews, agent coaching, and data-guided improvements.
- Proficiency in root cause analysis, QA scorecard evaluations, and trend spotting to identify recurring issues and suggest actionable resolutions.
- Strong ability to work collaboratively with customer support teams to identify quality gaps and foster consistent CX enhancements.
- Bachelor's degree or equivalent, coupled with experience in contact centers or customer support roles.
- Excellent verbal and written communication skills with clarity and conciseness.
- Background in customer experience or contact center support quality assurance is desirable.
Terms & Conditions
- 12-month fixed-term contract with high potential for extension.
- Annual remuneration of approximately €40,000.
- Primarily remote working arrangement with occasional requirement to attend the office in Dublin.
- Applicants must be residing in Ireland and possess EU/EEA citizenship or a valid Irish work visa as sponsorship is not available.
- This role specifically excludes software testers, software QA analysts, or test analysts focused on software; the focus is strictly on quality assurance in customer service processes and interactions related to product support.
Additional Information
The position interfaces with ticketing systems, CRM platforms, sales quality procedures, and customer support workflows, requiring collaboration with team leads, quality leads, and business analysts. It supports roles such as Ai agent and human agent interactions, and it is relevant to those with experience in sales quality or customer service business analysis.