***LOCATION: DUBLIN, IRELAND (relocation required - funded relocation)

***EU/UK Passport/ Stamp 4 required

Responsibilities:

· Perform audits on recorded and live client interactions and provide evaluation feedback to call centre agents through QMS

· Conduct regular one-on-one or group calibration to ensure evaluations are aligned based on business requirements

· Support the business in managing and implementing Quality Management standards and processes that are aligned with the global standard and relevant to the local market nuances

· Highlight trends and red flags to the business for better improvements

· Ensure accurate maintenance of sample calls/chats library in accordance with local legal requirements

· Collaborate with internal and external stakeholders, highlighting QA trends and insights to the business

Requirements

· Fluent in Hebrew and English

· Degree or equivalent practical experience

· Minimum of 2 years experience in a sales or call centre environment with Quality Assurance experience

· Excellent interpersonal and communication skills

· Self-motivated, entrepreneurial, and comfortable dealing with ambiguity

· Ability to work in a fast-paced environment.

· Strong attention to detail, and ability to identify explicit and implicit signals which may translate opportunities for our agents.

· Coaching experience is a plus.

· Analytical mindset