Applications are currently being invited for the role of Customer Contact Centre Quality and Training Specialist for a 12 month FTC position. We are looking for a proven quality and training specialist with strong problem solving, analytical and training delivery skills. The role of the Quality and Training Specialist is to support the management of the customer quality and training relationship across all teams (including outsource partners) as well as maintaining a strong relationship with internal stakeholders and departments. 

• Constant review of the output of the Customer Contact Centre Agents work (including outsourced partners), this includes voice and non-voice and report on same on a daily, weekly and monthly basis identifying trends, gaps or training needs.
• Conduct weekly call assessments to include transactional quality checks to ensure all agents are working in line with Aer Lingus guidelines, best practices and customer experience.
• Assist with the planning, development and implementation of a customer quality framework, which measures and standardises the customer experience across all work types within the global contact centres, working within industry standards and guidelines and to Aer Lingus ‘voice of the customer’ approach.
• Assist with the planning, development and implementation of a customer contact centre training framework that delivers best in class training for new and existing agents which in turn delivers best in class customer experience for the Aer Lingus customer base.
• Evaluate, re-engineer and establish contact centre process maps to ensure consistently high levels of service quality and first contact resolution. Review and regularly audit all global contact centres against Standard Operating Processes.
• Ensure that all quality measures and standards are communicated to all centres and understood by all members; share rationale behind these measures and standards to motivate team members and invite ownership of the customer experience. 
• Review calls, emails, non-voice channels to measure quality of customer service and adherence to company policies & procedures; identify root cause of problems, trends, and recurring problems; identify high and low performers.  Initiate regular cross centre calibration sessions to ensure consistency and integrity of scoring. 
• Review of the training needs within the global customer contact centre to ensure each member of team has the required knowledge and tools to carry out their roles to the best of their ability always.
• Support, mentor and coach all new and existing agents to ensure high levels of support is provided at all times.
• Coordinate and investigate customer complaints or feedback received from the Customer Relations team and senior management. 
• Be a key player and Subject Matter Expert for all customer contact centre related projects as and when required.

• Strong background in customer contact centre operations with particular focus on customer service, quality, and training delivery.
• Proven self-starter with the ability to work on own initiative.
• Experience in a dynamic, fast-changing environment is preferable.  
• Proven experience in analysing and interpreting data and producing outputs with a high level of accuracy and attention to detail.
• Ability to adapt quickly to changes priorities, systems and technology.
• Excellent interpersonal skills with the ability to effectively negotiate.
• Strong written and verbal communication skills, with the ability to present facts and opinions articulately & objectively.
• Proficient in MS Office Suite – strong Excel and PowerPoint skills are essential.
• Proven numerical and analytical skills with a high degree of accuracy and attention to detail.
• An enthusiastic team member with a flexible and positive attitude to work.
• High computer literacy.
• Fluent in English, both written and spoken. 
• Ability to travel globally to other sites as and when required.
• Eligible to live and work in the EU.
• Valid EU Passport.
• Be in possession or be able to pass a strict airport security vetting procedure which includes a 5-year background check* (or be in possession of a current airside pass for the airport this position is based in Dublin).

Closing Date: 21st November 2025. 

 At Aer Lingus, we embrace diversity and believe in providing equal opportunities to all qualified individuals. We are dedicated to cultivating an inclusive and respectful work environment that values employees' unique backgrounds, experiences, and perspectives. We do not discriminate based on race, gender, sexual orientation, age, disability, or any other protected status. If you have any questions or require any accommodations to support you in your application, please contact us at recruit@aerlingus.com