Customer Engagement & Quality Specialist

RSA Insurance

  • Southside Dublin Dundrum, Co Dublin
  • Contract
  • Full-time
  • 13 days ago
Join RSA and make a difference every day.Whether you are just beginning your career or looking to take the next progressive step in your journey, RSA Insurance is an organization where you can be yourself, learn and develop and a place where your ideas and contributions matter.With offices in Belfast, Galway, and Dublin, we have embraced hybrid work empowering our people to work flexibly and to suit their individual needs, which enables them to deliver great service to the customers we look after every day. Our Dublin office is also home to our sister-company RSA Insurance.At RSA and 123.ie we empower our customers to make a difference in their lives. And the same goes for our employees. We are proud to have 32 different nationalities represented in our workforce. Our diverse customer base benefits from the diverse perspectives of our teams that serve them, solving complex problems with creative ideas.As proud member of the Intact family, we’re part of something bigger with a presence in North America, the UK, and Europe. Our business has grown organically and through acquisitions to over $21 billion of total annual premiums.We want you to thrive and grow with us – and we’ll give you all the tools, flexibility and learning opportunities you need to do it.And, if you bring your best, then we promise to give you, our best.Culture and CommunityRSA is a purpose-driven business – our purpose is to ‘help people, businesses, and society prosper in good times, and be resilient in bad times’.We do that by living our values – Integrity, Respect, Customer-driven, Excellence, and Generosity – in everything that we do.We provide an open and honest workplace – where everybody contributes, and every view is listened-to and respected.Generosity is in our DNA and is the value that guides and enables our people to help others, protect the environment and make our communities more resilient. It drives our efforts to care for people and to give our time, financial resources and talent. We’re also committed to helping society adapt to a changing climate taking reasonable care to ensure that our business activities are conducted in an environmentally sustainable manner.Our stats don’t lie… in our annual engagement survey87% of our people celebrate the diversity in their teams and the wider company90% of our people feel safe to speak up and share if they’ve made a mistake91% of our people feel valued and respected by leadership89% of our people are benefiting and thriving through our hybrid working modelCustomer Engagement Quality Specialist - Fixed Term ContractExciting new career opportunity for Customer Engagement & Quality Specialist to join our Quality TeamWe provide a great service to our customers when they need us most. That’s why we’re always looking at new and innovative ways in which to improve our service for our customers. We set new standards in the industry every day.We are looking for a Customer Engagement and Quality Specialist to join our Quality Team. This is a great opportunity for someone who has excellent knowledge of our regulatory requirements when dealing with customers’ queries and, someone who is passionate about delivering outstanding customer experience.Key Responsibilities:
  • Working directly with team managers and supervisors to drive high standards in Technical Quality and Customer Engagement.
  • Analysing and reporting on quality trends to the leadership team, providing recommendations and driving improvements.
  • Facilitating Quality Calibration sessions to ensure that Quality scoring is consistent across all teams.
  • Assessing Quality evaluations for accuracy and ensuring adherence to internal Quality processes
  • Training and Coaching others on our Quality Processes and Standards
  • Ensuring MCC Supervision is adhered to
  • Driving continuous improvement in our interactions with customers.
  • Assisting with Training and content creation when needed.
Requirements:
  • APA Qualification
  • Effective communication skills
  • Exceptional Coaching Skills with a proven track record of improving performance through coaching.
  • A passion for Customer Experience.
  • A strong performance record in a Customer Experience role
  • Self-motivation and an ability to work independently without direct supervision
  • A keen interest in data and customer insights.
  • Proficiency in Microsoft Office, particularly excel.
Regulatory Requirements:
  • If this role is defined as a "controlled function" by the Central Bank Reform Act 2010 Regulations 2011. Any appointment will be conditional on the company being satisfied that you meet the requirements as set out in the Fitness & Probity standards issued in this Act.
RSA Insurance Ireland DAC and its affiliate companies consider applicants on the basis of qualifications and without regard to race, colour, religion, sex, national origin, age, marital or veteran status, sexual orientation, disability or any other legally protected status.

RSA Insurance