Quality Assurance Analyst (Call Monitorin

Matrix Recruitment

Limerick

What you need to know. You will work as a Quality Analyst - Call Monitoring for our client, an investment bank company in Limerick. Reporting to the Team Manager, Investor Liaison Team, you will be responsible for monitoring the status of queries across all clients with a view to ensuring that queries are responded to within service level and to the required standard. This is a 12 month contract job. Your new job - Carry out quality reviews on both calls and email communications on behalf of the Investor Service Centre, measuring against agreed targets. Provide feedback to the team leaders on your findings and overall quality results achieved. Prepare and distribute team Quality MI within agreed deadlines. Provide coaching and support to ISC team members as required and in line with the quality function role. Provide support and training to new members of the team. Identify trends in investor queries and proactively propose improvement opportunities. Act as a member of the TA complaints coordinator team, adhering to the complaints policy and complaints procedure guidelines. Build strong relationships with the Client Service Teams ensuring they are kept up to date on any complaints received relating to their clients. Ensure all complaints are handled within the regulatory timelines. Complete a root cause analysis on complaints on a quarterly basis and provide the data to Senior Management. Get in touch with me if you have - 2-3 years of experience performing quality analysis in a multi-client contact centre environment preferred. Strong analytical skills are required to research and resolve enquiries as well as complete trend analysis and prepare MI. Must be proficient with Microsoft office products such as excel. Ability to work on own initiative. Excellent communication skills. Matrix Recruitment are acting as the Employment Agency and Pay Master for this position. Apply for this job now or get in touch with Gillian on 051 353825. By applying, you are giving consent for Matrix Recruitment to contact you about this job. We collect your data for recruitment purposes only and will retain it for the duration required as outlined in our privacy policy. All CVs are kept confidential and will not be submitted to any clients without your knowledge and consent. Please note that due to the expected high volume of applications we can only reply to applicants suitable for the position. In the interest of protecting your data and informing you of your rights we will notify you should we retain your information by issuing an acknowledgement email and a request for consent where not already expressly given. We Value Your Trust. This job originally appeared on RecruitIreland.com.

2117 days ago