Long Description
CS Quality Assurance Analyst
Ryanair are currently recruiting for a CS Quality Assurance Analyst to join the Customer Service Team of Europe's Largest Airline Group
This is an excellent time to join Ryanair as we look to grow to over 800 aircraft and 300m guests per year within the next 10 years.
As a CS Quality Assurance Analyst, you will play a key role in improving the quality of customer support by identifying areas of opportunity, analysing performance, and collaborating with vendors to address and implement improvements. You will also help shape training initiatives for agents, ensuring alignment with customer experience standards in a dynamic and evolving environment.
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—your ideas are always welcome!
- 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.
- Languages: 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 flexible technical career plan
- We believe in an hybrid working model, you can work up to two days per week remote, but you are also going to enjoy the excellent work environment at our modern offices in the heart of Madrid.
- Optional discounts on health insurances (various companies).
- Travel discounts (of course!).
Competencies