Call Quality Analyst

2 weeks ago

Melbourne, Victoria, Australia Defence Health Full time

About the Role

We are seeking a Quality Analyst to assist our Workforce Management team within Defence Health's call centre. You will be responsible for (but not limited to):

  • Supporting business operations to achieve service quality metrics by providing insight into the quality of member experience, process effectiveness and agent performance, by conducting quality monitoring across all interaction channels and systems
  • Ensures quality is at the heart of the member experience through championing the value of accuracy and effectiveness in all that we do
  • Ensure business operations deliver products and services that are compliant to our members and prospective members

About You

You're motivated to exceed expectations and conquer new challenges. You're driven to achieve excellence for those you work for – and those you work with.

The successful candidate will have the following attributes:

  • Proven experience as a senior consultant or specialist consultant, or equivalent experience
  • Exemplary written and verbal communication skills
  • Demonstrated prioritisation, time-management and planning skills
  • Attention to detail
  • Innovative thinker, willingness to learn and apply new skills, curious, creative, and highly motivated
  • Data analysis and trend identification
  • Report generation
  • Relationship management and stakeholder engagement
  • Member centricity mindset
  • Collaborative & a team player

Benefits

Your contribution to our organisation will be recognised with competitive remuneration, training and development opportunities, and a range of incentives, such as:

  • Access to quality leadership and coaching
  • Flexible work arrangements available (hybrid approach with home and in-office)
  • Company funded parental leave
  • Bi-monthly performance recognition program
  • Strong focus on health and wellbeing; with regular free initiatives and team days
  • Additional day of wellbeing leave each year
  • Employer-funded private health insurance
  • Active committees including Social Club, Work Health Safety and Diversity & Inclusion
  • ... and the list goes on

Culture

We provide a supportive work environment where your voice will be heard.

The work you do is a vital contribution towards a common goal and by working with us we will help you to reach your potential. We focus on internal development and look for ways to help our people grow.

The business is led by ethical and respected role models. They understand the importance of flexibility, your wellbeing and how they impact the work you do. They take a genuine interest in your motivation, your career development, and engagement at work.

We care about your engagement and our active wellbeing strategy focuses on your physical and emotional health, career satisfaction, financial security and social connectedness.

This is a fantastic opportunity to join a company that offers a great work/life balance, high engagement and a vibrant and inclusive culture.

About us

Defence Health provides great value private health insurance and outstanding service to support Australian Defence Force veterans, the families of those who currently defend our country, and the wider Defence community. As a not-for-profit fund we are for members, not shareholders.

In the Defence Health family, we live by our values of trust, respect, ownership, excellence, and community. Our values define us. They underpin our inclusive workplace, where we celebrate the diversity each of us brings to work every day. A workplace where everyone feels valued and recognised for their achievements, unique perspectives, and talents. Where you're encouraged to excel.

We're united in our purpose to protect the health of those who protect our country.

Our promise to our own people is the same as our promise to members. We look after our own.

Find out more at

How to apply

If this looks like the job for you, please apply now by submitting your resume and a cover letter outlining your suitability.

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