Service Quality Specialist

Division Overview 

Retail Division 

Our Retail and Consumer Services Division has a number of different teams including consumer Care, Consumer Policy, Compliance, Emergency Call answering, Premium Rate Services and Consumer Engagement.

The role and responsibilities 

The primary role of the Consumer Care Service Quality Specialist is to ensure that the quality of service provided by ComReg consumer care is maintained to the highest standard across queries, complaints and escalated contacts.

This is an operational role with an emphasis on quality of service measured by efficiency, consumer satisfaction and compliance to regulatory requirements. The successful candidate will:

• Develop a bespoke consumer care quality program suitable for complex and varied ComReg case types designed to ensure the best possible consumer experience at scale.

• Conduct deep dives to identify process and policy gaps and implement corrective actions

• Work with the consumer care vendor team to develop guidance and strategies for maximising consumer satisfaction metrics

• Work with the consumer care vendor team to develop operational strategies and techniques to maximise agent productivity

• Become a subject matter expert in regulatory and legal guidance informing consumer care policies

• Work with the Consumer Care data analyst to ensure data captured meets reporting and data hygiene guidelines

• Work with our outsourced vendor partner to ensure all contractual obligations are met with respect to operational standards and processes and ensure all agreed service quality KPIs are met

• Collaborate with consumer care stakeholders to identify obstacles to delivering service quality gaps and develop solutions to fill them

• Develop a framework for measuring consumer satisfaction and subsequent implementation and monitoring.

• Manage the day to day relationship with the outsourced vendor to improve contact handling and act as a resource for resolution of complex queries.

• Complete calibrations with the ComReg vendor partner to maximise agent performance and quality

Qualifications and Experience required 

Essential 

• Substantial experience working in a customer care or similar function with team leadership and quality management responsibilities.

• Experience creating quality frameworks and overseeing adherence to quality protocols.

• Experience managing operational KPIs with a track record of improving performance over time.

• Excellent verbal and written communication skills.

• Ability to develop a program of work involving multiple stakeholders

• Proven ability to operate collaboratively at all levels within an organisation

Desirable 

• Experience in vendor management or operational excellence

• Quality certification from professional body such as COPC or similar

• Experience in lean or six sigma methodologies in a customer support setting

• Experience in writing quality system specifications

• Experience working with regulatory or legal stakeholders.

Core Competencies & Skills for the Role 

In addition to your technical qualifications and experience, you will bring professional competencies and skills in the following core areas:

 Analytical & Critical Thinking: Objectively analyses and evaluates information in order to identify patterns between situations that are not obviously related. Develops and clearly articulates solutions to complex problems.

 Drafting: Uses a logical structure to draft documents. Communicates complex and technical information clearly and concisely. Ensures key messages are understood and have the desired impact on the target audience.

 Communicating & Influencing: Communicates clearly, confidently and respectfully. Engages, persuades and convinces others to follow a particular course of action. Ensures all relevant parties are appropriately updated and notified.

 Teamwork: Promotes and enhances team performance through working collaboratively and in cooperation with others to achieve goals. Interacts in a manner that builds respect and fosters trust.

 Planning and Organising: Establishes and monitors priorities, systematically differentiating between urgent, important and unimportant tasks. Plans and manages activities to consistently deliver results. Meets objectives within agreed predetermined time frames and deals with urgent operational situations expeditiously.

Our Package

We are offering an attractive package:

• Salary €61,000 – €84,242 * (Pay increases will be awarded annually subject to satisfactory performance)

• Dublin city centre location

• Blended working environment

• 28 days Annual Leave per year increases with service

• Fully paid Maternity, Paternity and Parent’s leave

• Income protection scheme

• Education assistance and Training Opportunities

• Professional membership fee pay

• Attractive pension scheme

• ComWell Wellbeing Programme

• Travel tax saver scheme, Access to Cycle to Work Scheme

• Access to Employee Assistance Programme

• Access to a members run sports and social club

*(entry will be at the minimum point and the rate of remuneration may be adjusted from time to time in line with Government pay policy.)

Please Note (1)

We hope that our recruitment process supports applications from candidates with diverse backgrounds, experiences and perspectives. We understand that having a diverse workforce contributes to making us stronger as an organisation. We are committed to positively supporting candidates with disabilities.

Please let us know if there is any reasonable accommodations we can make to enable you to take part in the process by creating the environment to give you the best opportunity to show your strengths and competencies. Rest assured that whatever information you disclose will only be used to enable us to provide the necessary support and will never have a bearing on the outcome of the process.

Please Note (2)

ComReg assesses all applicants fairly based on the requirements for the role. Due to the high volume of applications we receive for positions, we are unable to provide feedback to candidates who are not shortlisted for interview. If you are short-listed for interview, and are subsequently unsuccessful, you can request verbal feedback from your recruitment contact – if you are represented by an agency.