Quality Assurance Specialist

2 weeks ago

Sydney, Australia Hatch Full time

** This role is at Mable (not for Hatch)**

Hatch is supporting Mable to find a great Quality Assurance Specialist (Customer Operations) to join their Business Operations and Strategy team. Hatch exists to level the playing field for people as they discover a career that’s right for them. We model this in our hiring process for our partners like Mable.

**About the role at Mable**

This role is for HomeMade - a related entity of Mable

HomeMade is a related entity to Mable: we operate as a completely separate business but have a shared vision for self-management. HomeMade is transforming home care in Australia through our creative approach, designed to support people in achieving their goals while living at home.

We are an approved provider that specialise in self-management and partner with our customers to create a support plan to meet their needs and optimise their funds. Our approach keeps people in control of their package, funding, and support.

Your Role

An exciting opportunity exists to join our team as a Quality Assurance Officer helping people in Australia live the life they want.

Reporting directly to the Service & Support Manager, this position has been established to help support the team's day-to-day operations and ensure we deliver a great customer interaction for every client, every single time. This role is ideal for those with extensive customer operations experience who are looking to pursue a career in QA. You will be responsible for the day-to-day support of QA within the company.

The key focus of this role is to drive and support our objective of a continuous improvement culture and also to implement our first inhouse QA program. This will involve working closely with a range of key stakeholders throughout the business including the Senior Leadership Team, the entire customer operations team (including Team Leaders and agents) and to ensure staff receive adequate coaching and training to maintain strong results and positive customer experiences.

Some of your responsibilities will include and are not limited to:

- Complete inbound and outbound customer experience audits.
- Establishing and maintaining effective working relationships with the Service & Support teams as well as Leadership and Management team to ensure a consistent message in quality and compliance when changes are implemented.
- Collate information to identify reoccurring trends/issues that need to be reported to management.
- Identify opportunity gaps and liaise with relevant departments to action.
- High volume reviews and corrections for manually entered data.
- If required, facilitate or attend internal and external calibration sessions.
- If required, facilitate or attend internal and external calibration sessions.

If required, facilitate or attend internal and external calibration sessions.

**Seniority**

Junior - A role for someone with some basic skills, good motivation and ability to learn. Typically up to 2 years of experience is required.

**Responsibilities**
- Process Management and Ongoing Improvement - Manage and improve organizational processes to minimize complexities and increase productivity
- Stakeholder Engagement - Partner with stakeholders to understand specifications, business requirements, and communicate insights.
- Quality Assurance - Ensure processes, procedures and tools meet quality requirements set by the organization

**Strengths**
- Collaboration - Works with others by being open, clear in communication and listening to achieve goals
- Written communication - Writes in a clear and structured format to convey information and ideas effectively to a target audience
- Attention to detail - Accurately identifies and rectifies discrepancies or errors that exists in information and deliverables

Hatch exists to level the playing field for people as they discover a career that's right for them. We model this in our hiring process for our partners like Mable.

We do not discriminate on the basis of gender identity, sexual orientation, cultural identity, disability, age, or any other non-merit factors. To put it simply, Hatch is for everyone.

**Salary**: $50,000.00 - $120,000.00 per year

Schedule:

- Day shift

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