Performance Analyst

3 weeks ago

Brisbane, Queensland, Australia Queensland Government Full time
Overview

We are seeking a temporary full time Performance Analyst to temporarily join our Performance and Assurance team within Customer Support, Queensland Shared Services. This position is part of the Department of Customer Services, Open Data and Small and Family Business (CDSB) as part of the recent Machinery-of-Government changes. CDSB is currently in negotiations for a certified agreement to cover all CDSB employees. In the meantime, the Core Agreement conditions apply to this position.

Responsibilities
  • Adhere to Customer Support coaching and development processes and standards.
  • Use quality monitoring systems to compile and track performance at team and individual levels.
  • Conduct monitoring of productivity and performance, evaluate and provide feedback for Customer Support staff.
  • Assist in trend analysis of Customer Support quality assurance and performance levels.
  • Assist in the development of operational policies and procedures as required.
  • Provide structured and timely recommendations to Performance Assurance management within a reporting period.
Selection considerations
  • the skills, experience, qualifications, knowledge and behaviours/personal qualities that you would bring to the role.
  • your potential to make a future contribution to the department (including the extent to which you have the potential for development).
  • how you may contribute to the department's workforce diversity objectives.
Further information

We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity. We offer a range of flexible options - let us know what flexibility means to you.

Applications to remain current for 12 months.

Occupational group Customer Service/Call centre


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