Quality Executive – Call Centre | Collins McNicholas

Quality Executive – Call Centre

  • Reference: LK221122xx
  • Job Type: Permanent
  • Location: Clare, Limerick, Tipperary
  • Category: General Management

Quality Executive

Are you interested in a career in Quality in a leading company in a call centre environment in the Limerick Area?

This role has a strong focus on high quality, standardization and continuous improvement with a wide scope of responsibilities across a number of departments.

Key Responsibilities:

  • Ensure compliance in the business operation to achieve and maintain international standards such as IS EN ISO9001, EN15838, ISO27001

  • Ensure compliance of the business to the General Data Protection Regulation

  • Work effectively with existing and prospective clients and internal customers to gather feedback, identify requirements and execute effective quality processes that meet business needs.

  • Agreement on quality standards with clients, prospective clients and internal customers, acting as a champion for the customer’s best interests

  • Plan and review processes to achieve business process excellence targets & actively promote a culture of continuous improvement in the business

  • Develop, map and document process steps that support employees in completing their assigned responsibilities

  • Lead the operations quality calibration process to ensure high standards of assessment are maintained

  • Create high quality reports which indicate insights, trends and areas of improvement opportunity

  • Monitor and measure policy & process adherence, recommend corrective action where appropriate and assist with implementation

  • Lead Auditor for Internal & External Quality Audits

  • Act as key point of contact for certification & surveillance audits from certification bodies    

  • Provide training to internal customers in the upkeep of procedures and  key metrics to ensure compliance with standards

    Key Requirements:

  • Qualification in Quality Management or other relevant business discipline

  • Understanding of the requirements of International standards such as ISO9001, EN15838 & ISO27001

  • Previous experience in a Quality role in a Call Centre environment is an advantage

  • Solid working knowledge of quality & process improvement procedures

  • Analytical with excellent process mapping skills

  • Proficient in all Microsoft Office Suites

  • Strong organisational skills

  • Flexible, resilient and receptive to change with the ability to manage changing priorities

  • Ability to maintain and build key relationships with internal and external stakeholders


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Chloe Sheehan

Contact Consultant

  • Chloe Sheehan
  • Recruitment Consultant
  • 061 512271
  • Connect with Chloe

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