CX Quality Analyst - Remote Coaching for Global Support

SRG; Ireland; Hybrid; EUR 38,000 - 42,000; Full time

Job summary

SRG in Dublin/Remote Ireland is seeking a Customer Support Quality Analyst to shape CX quality across multi-channel interactions. The role involves audits, coaching, and data-driven improvements to enhance customer journeys.

12-month fixed-term contract, primarily remote with some Dublin presence. Strong background in customer support QA and collaboration with global teams is essential.

Qualifications

• Experience conducting customer support QA audits and escalation reviews.
• Ability to coach agents and provide data-driven performance feedback.
• Bachelor's degree with contact centre experience; customer service focus.

Responsibilities

• Deliver coaching feedback to agents in one-to-one and small group settings.
• Analyse customer sentiment, identify trends and recommend data-informed solutions.
• Partner with leadership on coaching, performance management and reporting.
• Support initiatives to develop automation for customers and agents.
• Work with vendor teams to ensure alignment with CX quality standards.
• Deliver constructive feedback to improve overall performance.

Skills

QA audits

Agent coaching

Data analysis

Root cause analysis

Trend analysis

Quality assurance

Customer support

Education

Bachelor's degree

Tools

CRM

Ticketing systems

Job description

SRG in Dublin/Remote Ireland is seeking a Customer Support Quality Analyst to shape CX quality across multi-channel interactions. The role involves audits, coaching, and data-driven improvements to enhance customer journeys.

12-month fixed-term contract, primarily remote with some Dublin presence. Strong background in customer support QA and collaboration with global teams is essential.