Service Quality Assurance Officer

Posted: 21/08/2025

Closing Date: 07/09/2025

Job Type: Maximum Term (No longer than 2 years)

About Icon Water

Icon Wateris an iconic Canberra business with a history ofproviding essential services to Canberra for over 100years.

With approximately 190,000 customers in the Capital region, we own and operate assets worth over $3.2 billion, comprising the ACT's network of dams, water treatment plants, sewage treatment plants, reservoirs, water and sewage pumping stations, mains and other related infrastructure.

Icon Water is a purpose driven organisation where everyone contributes to our core business, ensuring high quality drinking water and sustainable wastewater treatment. Icon Water's culture is driven by our values of care, connection, community and courage. These are values we see in action every day as we challenge ourselves to meet the expectations of our community.

Are you ready to be part of a team that keeps the heart of Canberra flowing? Join Icon Water – Make a Difference in Canberra's Essential Services

What We're Looking For: Are you passionate about driving service excellence and ensuring every customer experience meets the highest standards? Icon Water is looking for a Service Quality Assurance Officer to play a key role in monitoring, improving, and innovating customer service delivery across all channels as a member of the Customer Advocacy and Experience Branch in the Customer Engagement Group.

About this role: This role has primary responsibility for quality assurance of customer service interactions and data governance (quality and privacy) across all channels, in line with the customer service standards and competency framework.

This role is also responsible for the identification of performance trends and opportunities for improvement and innovation. Close liaison with internal stakeholders and fostering a positive, development-focused culture of continuous improvement and professional development of the team are also key responsibilities of this role.

You will also be required to:

• Contribute to the establishment of customer service quality standards that are clear and measurable and align with Icon Water's goals to ensure a consistent approach to customer service.
• Conduct quality standard evaluations of customer service interactions across all available channels and data entry quality across systems (e.g. Webex, WAM, Case Manager, CMP etc), including detailed performance scoring and providing constructive feedback for each evaluation.
• Prepare monthly summary reports with qualitative insights and performance trends to support internal teams and senior management by identifying performance trends, areas of concern, and opportunities for improvement and innovation.
• Identify training requirements and work with the Resource and Capability Team to create, manage and maintain a suite of customer service training modules to enhance service delivery and staff competency.
• Maintain all customer service IMS documents to ensure they reflect up-to-date and accurate processes including the creation of new IMS documents as required.

Who we are looking for: We're seeking a dedicated individual who can demonstrate their experience in quality assurance analysis and performance evaluation, and has:

• Demonstrated experience in providing high level communications across a broad range of stakeholders.
• Proven ability to 'self-start' and organise a complex workload and work to strict deadlines.
• Experience in influencing and gaining the cooperation of teams or individuals to meet objectives.
• Knowledge and understanding of the application of legislation, codes and contracts.
• Demonstrated experience in the use of Microsoft applications, including word and excel.

If you're ready to make a real impact and be part of a company that values your expertise, apply now.