CS Quality Assurance Analyst – Entry Level
Ryanair is recruiting a CS Quality Assurance Analyst to join the Customer Service Team of Europe’s largest airline group. This role is key to improving support quality by analysing performance, collaborating with vendors, and shaping training initiatives.
Key Responsibilities
- Evaluate customer interactions to ensure excellent service quality.
- Score interactions using an internal scorecard.
- Collaborate with vendors on immediate actions and weekly reports, sharing insights from interaction analyses.
- Conduct calibration sessions with vendors to align on customer experience expectations.
- Perform reporting and data analysis to identify trends and opportunities.
- Audit agents and Quality Evaluators to pinpoint improvement areas.
- Develop and propose training initiatives, reports, and analysis.
- Meet weekly targets for reviewed interactions.
- Represent the Quality team in weekly and monthly business reviews, presenting insights and advocating for quality improvements.
- Work closely with different teams to ensure the effective implementation of quality standards and improvements.
- Maintain strong alignment within the Ryanair Quality team to communicate effectively with vendors and ensure consistent quality standards.
Requirements
- Proficiency in data analysis and reporting, with intermediate Excel skills.
- Fluent in English and Spanish;
additional languages are a plus.
- Strong analytical and decision-making skills.
- Proactive mindset with a positive attitude.
- Adaptable and flexible in a fast-paced environment.
- Team-oriented with excellent collaboration skills.
- Familiarity with Quality processes, preferably with experience in a related role.
- Experience working in customer service is preferred.
Benefits
- A competitive but versátil career plan.
- Optional discounts on health insurance.
- Travel discounts.
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