Description
The Sales QA will be responsible for monitoring and documenting all agent quality across the Sales and Renewals teams in support of the departmental quality goals and initiatives. The Sales QA will fairly and consistently review calls, emails and chats of our agents for accuracy and soft skills; give constructive one to one feedback and provide detailed recommendations on how to achieve superior quality of support. They may also be required to monitor and review other tasks within the teams to ensure compliant, accurate and actioned to the high standards we set out. Responsibilities include: Ensures QA framework is adhered to in every interaction with clients. Participates in design of call monitoring formats and quality standards. Performs call monitoring and provides trend data to management team. Uses quality monitoring data management system to compile and track performance at team and individual level. Provides actionable data to various

Skills Requirements
Well organised. Articulate. Enthusiastic and motivated. Capable of working in a Team environment, collaboratively, and independently. with minimum supervision and upon own initiative. Excellent communication skills (oral and written). Strong presentation skills. Excellent listening skills. Capacity to lead and facilitate others in achievement of Team aims and objectives. A good eye for detail. Able to remain calm under pressure.

Salary: €To be Advised
Number of Positions
1

Contract Type
Permanent

Days, Hours & Start Date
Days per week: 5
Hours per day: 7.5
Hours per week: 37.5
Start Date: 21/03/2016

Experience Required:
Fully Experienced
Min. Experience: 1 Year

Education Requirements:
Other – Insurance Qualified APA/CIP. Evidence of further professional development (highly regarded). Third level education (desirable).

Please send your CV and proof of Insurance Qualifications to: careers@osg.ie