Bilingual Quality Analyst & CX Insights (EN/DE) - Dublin

TP; Dublin; On-site; EUR 40,000 - 49,000; Full time

Benefits offered by this job

Career progression opportunities

Job summary

TP in Dublin is seeking a Quality Analyst to act as the quality point of contact for an operational team, ensuring high standards across calls, emails, chats and other support channels.

You will audit agent performance, provide feedback, spot trends, and partner with Team Leaders to drive continuous improvement, training content, and quality reporting to meet client standards.

This on-site, full-time role offers a clear career path and a competitive salary of €44,351 with great benefits.

Qualifications

• Experience in customer service or technical support in a contact centre.
• Fluent in English; fluent in German is advantageous.
• Strong written and verbal communication skills and attention to detail.
• Excellent analytical and problem-solving abilities.
• Strong organizational and time-management skills; ability to multitask.

Responsibilities

• Conduct regular quality evaluations across calls, emails, chats, and other interactions.
• Audit agent performance weekly and identify trends.
• Deliver clear, actionable feedback and coaching to Team Leaders and agents.
• Partner with Team Leaders to improve performance and meet quality targets.
• Produce accurate quality reports, dashboards and trend analyses.

Skills

English

German

Customer service

Analytical thinking

Communication

Organization

Time management

Stakeholder management

Attention to detail

Excel

Job description

TP in Dublin is seeking a Quality Analyst to act as the quality point of contact for an operational team, ensuring high standards across calls, emails, chats and other support channels.

You will audit agent performance, provide feedback, spot trends, and partner with Team Leaders to drive continuous improvement, training content, and quality reporting to meet client standards.

This on-site, full-time role offers a clear career path and a competitive salary of €44,351 with great benefits.