Quality Assurance Specialist - Multilingual - Dublin 18

Dublin, Dublin South
Up to EUR32000 per annum + Benefits + OTE
18 Oct 2018
14 Nov 2018
Amanda Ferreira
Job Type
Manpower's client is a Sales Development Agency which was established in 2010. Looking to grow their market share across European markets, they are excited to bring new expertise to the team.
Headquartered in Dublin, Ireland, they are strongly positioned for access to multilingual sales talent and Tech-sector culture.

The role: Quality Assurance (QA) Specialist.

Responsible for assessing the quality of interaction between our sales representatives and existing/potential customers.
The QA will monitor inbound/outbound calls, emails, and online chat to assess representative demeanour, technical accuracy, customer service performance and conformity to policy and procedures, ensuring the sales team is providing an educational and impactful experience for our customers.

The QA Specialist will work directly with Sales Enablement and Training management to assist in developing, creating and implementing quality assurance processes and procedures, as well as making recommendations for enhancements to training materials as needed.

Key Responsibilities & Attributes for Success:

* Reviews quality of work performed by the sales team through monitoring call and chat recording systems and applications.
* Use quality monitoring data management system to compile and track performance at team and individual level
* Identify training needs and communicate needs to the training department as needed.
* Prepare and analyse internal and external quality reports for management staff review.
* Conduct calibration sessions on calls for all products/programs with Senior Leadership, Team Leads, and other Management.
* Provide feedback to sales team leaders and senior leadership.

What's required to be considered?

* Direct, B2B or telesales experience required, previous Quality Assurance experience preferred
* Bachelor's degree or equivalent experience preferred
* Ability to interpret data dashboards to identify trends and focus areas
* Excellent verbal, written, interpersonal, and organisational skills
* Proficient in Microsoft Office and Google products (Gmail, Forms, Sheets, etc.)

Salary: between 30K up to 32K + OTE
Location: Dublin 18

If you want to be a part of a growing and excellent team, send your CV to amanda.ferreira@manpower.ie

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