Job Ref:
2728
Job Title:
Customer Engagement & Quality Specialist
Location:
Dundrum - Dublin 16
Closing date:
Close date not set
Vacancy Description

CUSTOMER ENGAGEMENT QUALITY SPECIALIST - FIXED TERM CONTRACT

Exciting new career opportunity for Customer Engagement & Quality Specialist to join our Quality Team
We provide a great service to our customers when they need us most. That’s why we’re always looking at new and innovative ways in which to improve our service for our customers. We set new standards in the industry every day.
We are looking for a Customer Engagement and Quality Specialist to join our Quality Team. This is a great opportunity for someone who has excellent knowledge of our regulatory requirements when dealing with customers’ queries and, someone who is passionate about delivering outstanding customer experience.

REQUIREMENTS:

• APA Qualification
• Effective communication skills
• Exceptional Coaching Skills with a proven track record of improving performance through coaching.
• A passion for Customer Experience.
• A strong performance record in a Customer Experience role
• Self-motivation and an ability to work independently without direct supervision
• A keen interest in data and customer insights.
• Proficiency in Microsoft Office, particularly excel.

REGULATORY REQUIREMENTS:

• If this role is defined as a “controlled function” by the Central Bank Reform Act 2010 Regulations 2011. Any appointment will be conditional on the company being satisfied that you meet the requirements as set out in the Fitness & Probity standards issued in this Act.
  RSA Insurance Ireland DAC and its affiliate companies consider applicants on the basis of qualifications and without regard to race, colour, religion, sex, national origin, age, marital or veteran status, sexual orientation, disability or any other legally protected status.

• Working directly with team managers and supervisors to drive high standards in Technical Quality and Customer Engagement.
• Analysing and reporting on quality trends to the leadership team, providing recommendations and driving improvements.
• Facilitating Quality Calibration sessions to ensure that Quality scoring is consistent across all teams.
• Assessing Quality evaluations for accuracy and ensuring adherence to internal Quality processes
• Training and Coaching others on our Quality Processes and Standards
• Ensuring MCC Supervision is adhered to
• Driving continuous improvement in our interactions with customers.
• Assisting with Training and content creation when needed.