Public Sector jobs in County Dublin

CRM Quality Analyst

Unijobs on behalf of our public sector client have a requirement for a suitably skilled CRM Quality Analyst to join their team. The duration of this post is 6 months initially with possible extensions thereafter. This role will be Flexible/Hybrid - The successful candidate must be able to attend onsite meetings & workshops as required.

Working 35 hours per week, the successful candidate will be employed as an agency employee and will be paid an hourly rate of €32.02 based on an annualised salary of €58,477 You will accrue 30 days annual leave per year and paid Bank Holidays.

Role Overview:

This position involves creating, maintaining and managing technical and customer Quality Assurance (QA) processes and procedures to assess efficiency, validity, value and functional performance of teams and individuals in SAP CoE CRM environment. The role also includes carrying out QA (Quality Assurance) checks to focus on preventing errors and maintain consistent standards across processes.

Support ticket analysis is a systematic approach to understanding and assessing customer service issues. This involves the examination of support tickets, including customer feedback, to identify patterns and trends. The aim is to improve customer service, streamline the support process and identify areas for improvement in services.

Duties & Responsibilities:

• Establish and develop internal standards and quality requirements for the CRM Help Desk environment.
• Evaluate support engagements against predetermined quality benchmarks.
• Build and develop a Quality Assurance (QA) plan, framework and KPI's.
• Develop and devise process orientated tasks and standard operating procedures (SOPs).
• Review a support agents' interactions across various channels (calls, emails, notes and self service).
• Assist in enhancing CRM support team performance through targeted guidance and ongoing support.
• Identify training and onboarding needs and spearhead relevant initiatives.
• Review and develop standard measurements for processes to be compared against.
• Provide agents with constructive feedback and guidance during regular meetings.
• Schedule, organise and complete quality audit inspections, including analysing and reviewing data and reports.
• Communicate and liaise with team leads and management to ensure awareness and adherence to standards, procedures and quality control issues and activities.
• Coordinate and investigate quality issues and provide recommendations.
• Document quality assurance activities linked with corresponding metrics and reporting.
• Create monthly dashboard detailing results, add commentary on trends and submit detailed reports to appropriate management.
• Drive QA meetings to ensure scoring, insights and needed action are appropriately communicated.
• Monitor and evaluate customer service calls, interaction and recording of same.
• Analyse customer service metrics e.g., CSAT and their correlation with support team performance.
• Understand customer needs and requirements to develop effective quality control processes.
• Review and communicate root cause and corrective action to stakeholders, including CAPA.
• Drive continuous improvement for ticket quality and make recommendations for improvement.
• Assist and review issues and behaviours leading to poor quality and contribute to the identification and implementation of corrective actions to prevent re-occurrence.
• Create documentation, checklists and integrate with tools and technology
• Develop opportunities for control automation.
• Carry out reviews, identify gaps for training and development needs.
• Evaluate support engagements against predetermined quality benchmarks.
• Work with other teams and stakeholders to drive quality standards and improvements across the team.
• Foster a positive team culture and positive and engaging learning environment.
• Provide support for other tasks as deemed appropriate by the SAP Centre of Excellence management team

Post Specific Requirements:

• Quality assurance qualification or accreditation.
• A minimum of 3 or more years working in a Customer Support Help Desk or Service Desk environment.
• Experience in applying process excellence tools and methodologies.
• Experience in a strong customer focus orientated environment.
• Experience in the analysis of data, identifying trends and root causes.
• Team player with a focus on continuous improvement.
• Ability to blend quantitative and qualitative data to drive insights into performance.

Other Requirements Specific to the Post:

• Need to have full Driving Licence with own transport to fulfil the requirements of the role as this post will involve travel.
• Preferred experience working in financial services support background.
• Flexibility in working hours to meet the needs of the service.

*Applicants must be eligible to work in Ireland at the time of application*

*This position may be subject to Garda Vetting and Foreign Police Clearance, if applicable you will be required to obtain these prior to commencing in this role*

Unijobs is an equal opportunities employer