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Quality Assurance Advisor for Customer Care Team

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About us

We are The Very Group and we’re here to help families get more out of life. We know that our customers work hard for their families and have a lot to balance in their busy lives. That’s why we combine amazing brands and products with flexible payment options on Very.ie to help them say yes to the things they love. We’re just as passionate about helping our people get more out of life too; building careers with real growth, a sense of purpose, belonging and well-being.

About the team

Our Customer Care team is at the forefront of putting the customer at the heart of everything we do, and ensuring they have the best possible experience each and every time they shop with Very. You will join the Very Ireland Customer Care team, collaborating closely with UK-based colleagues, our call center overseas, and the Very Ireland team in Dublin, to provide assurance across several platforms, including telephony and social media.

We're looking for a committed and pro-active Quality Assurance Advisor to independently review, challenge, and provide feedback on our processes, training, and communications to enhance our customers experience.

About the role

As a Quality Assurance Advisor, you'll report to our Customer Care Manager, and will:

Key Responsibilities:

  • Conduct regular quality assessments of customer interactions, including calls, emails, and live chats
  • Identify areas for improvement and collaborate with the Customer Care Team to develop strategies to address them
  • Provide feedback and coaching to customer care representatives to ensure adherence to quality standards
  • Monitor performance metrics and identify trends or patterns that may impact customer satisfaction
  • Contribute to the development and implementation of training programs to enhance customer service skills
  • Collaborate with cross-functional teams to resolve complex customer issues and escalate as necessary
  • Stay up-to-date with industry trends, relevant regulations, and best practices to continuously improve the quality of customer care service

About you

Our underlying requirement is to find the right candidate, so we’re keen to hear from you even if you don’t think you tick all of these boxes:

  • Proven experience in a quality assurance role, preferably within a customer service or retail environment, or financial services would be beneficial
  • Curious, analytical and logical with a keen attention to detail
  • Excellent communication and interpersonal skills, with the ability to provide constructive feedback
  • Proven track record in implementing process improvements and driving positive change
  • Familiarity with customer service software and tools is highly desirable
  • Ability to work in a fast-paced environment and adapt to changing priorities
  • Strong organizational skills with the ability to prioritize tasks effectively
  • A customer-centric mindset and a genuine passion for delivering exceptional customer service

Some of our benefits

  • Inclusive culture and environment, check out our Glassdoor reviews
  • 27 days holiday + bank holidays
  • Pension & healthcare
  • Udemy learning access
  • Bonus potential (performance and business-related)
  • Up to 25% discount on Very.ie
  • More benefits can be found on our career site

How to apply

Please note that the talent acquisition team are managing this vacancy directly, so once you apply, you can expect to hear back from us very shortly.

What happens next?

Our talent acquisition team will be in touch if you’re successful so keep an eye on your emails! We’ll arrange a short call to learn more about you, as well as answer any questions you have. If it feels like we’re a good match, we’ll arrange to meet face to face at our offices in Blanchardstown, Dublin 15.

You can expect a two-stage interview process for this position:

1st stage - A 30- minute MS Teams call with the hiring team to discuss your skills and relevant experience and competency-based questions.

2nd Stage – A one-hour formal interview where you can expect both competency and technical questions.

As an inclusive employer please do let us know if you require any reasonable adjustments.

If you'd like to know more about our interviews, you can find out here.

Equal opportunities

We’re an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, membership of the travelling community, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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