Quality Support Specialist

Our Mission

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(*Comscore, Total Visits, March 2026)

Day to Day

As a Quality Support Specialist, you will help ensure consistent, high-quality experiences by evaluating processes, analyzing performance data, and identifying opportunities for improvement. You will conduct audits, interpret trends, and translate insights into actionable recommendations that support operational excellence.

In this role, you will collaborate with cross-functional teams to align on quality standards, contribute to calibration efforts, and support training and documentation initiatives. You are comfortable working with data, managing multiple priorities, and communicating insights in a clear and impactful way.

Responsibilities

• Conduct quality audits to ensure adherence to internal processes and established standards.
• Perform transactional and transformational reviews, providing clear summaries and coaching insights.
• Facilitate calibration sessions to align on quality standards, evaluation criteria, and measurement approaches.
• Analyze trends and performance data to identify improvement opportunities and inform decision-making.
• Serve as a point of contact for questions related to quality metrics, reporting, and evaluation outcomes.
• Track and report on key quality metrics, ensuring accuracy and consistency across teams.
• Support training, documentation, and process improvements related to quality programs and tools.

Skills/Competencies

• Requires a minimum of 4 years of related experience; or Bachelor's degree.
• Experience working on Quality or with Client Optimisation team(s) with commitment to service excellence.
• Should be versed with end to end Quality management process (Conducting transactional and Social media escalations audits, creating reports, Analysing data, building trends deck, presenting to business partners, calibration, coaching sessions etc)
• Ability to identify quality support management needs, and advocate on behalf of Client Optimisation business partners for changes in documentation, process, or technology
• Ability to work autonomously and manage multiple task assignments to completion. Passion for process efficiency, detail-oriented, and data-driven. Deep understanding of Data/CRM tools (e.g. Tableau, Database, Excel, Google Sheet, Google Slide, Salesforce, Zendesk etc.) and ability to examine and provide insight into complex data patterns.
• Excellent communication skills with mutual respect and ability to build relationships with various departments and collaborators
• Ability to learn quickly and exhibit tech savviness; your curiosity and passion mean that you can get up to speed and have an impact from day one

Salary Range Transparency

Tier 2 - Ireland 38,000 - 56,000 EUR per year

Salary Range Disclaimer

The base salary range represents the low and high end of the Indeed salary range for this position in the given work location. Actual salaries will vary depending on factors including but not limited to location, and experience. The range(s) listed is just one component of Indeed's total compensation package for employees. Other rewards may include quarterly bonuses, Restricted Stock Units (RSUs), a Paid Time Off policy, and many region-specific benefits. Compensation may also vary based on where a role is performed, as work locations are grouped into geographic pay tiers to reflect cost of labor differences in different geographic markets. Candidates can view geographic pay tiers by location on our career site (https://www.indeed.com/careers/paytiers), and recruiters can confirm how location is considered for a specific role.

Benefits - Health, Work/Life Harmony, & Wellbeing

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Equal Opportunities and Accommodations Statement

Indeed is deeply committed to building a workplace and global community where inclusion is not only valued, but prioritized. We’re proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, family status, marital status, sexual orientation, national origin, genetics, neuro-diversity, disability, age, or veteran status, or any other non-merit based or legally protected grounds.

Indeed provides reasonable accommodations to qualified individuals with disabilities in the employment application process. To request an accommodation, please visit https://www.indeed.com/careers/accommodations. If you are requesting accommodation for an interview, please reach out at least one week in advance of your interview.

Inclusion & Belonging

Inclusion and belonging are fundamental to our hiring practices and company culture, forming an integral part of our vision for a better world of work. At Indeed, we’re committed to the wellbeing of our employees and on a mission to make this the best place to work and thrive. We believe that fostering a diverse and inclusive environment where every employee feels respected and accepted benefits everyone, fueling innovation and creativity.

We value diverse experiences, including those who have had prior contact with the criminal legal system. We are committed to providing individuals with criminal records, including formerly incarcerated individuals, a fair chance at employment.

Those with military experience are encouraged to apply. Equivalent expertise demonstrated through a combination of work experience, training, military experience, or education is welcome.

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