Cx Quality Analyst

**The Opportunity**

Veolia ANZ is seeking an experienced CX Quality Analyst to join our team at our CX Contact Centre. If you’re passionate about delivering exceptional customer experiences, this is your opportunity to play a critical role in monitoring, evaluating, and reporting on customer interactions, ensuring that our service quality standards align with Veolia’s Customer Charter and Quality Assurance Framework.

If you have an eye for detail and can provide consistent evaluation and actionable feedback
- join us and make a difference in shaping our customer experience

**What’s on offer**
- Flexible working environment
- Collaborative and supportive team environment
- Career growth and advancement opportunities
- The chance to shape the future of quality at our contact centre, playing an instrumental role in developing our QA practice from the ground up.
- Demonstrate your commitment to hands-on involvement, ready to monitor and evaluate customer interactions from the moment you join the team.
- Become a change champion, helping to create a culture that values and prioritises quality in every customer interaction.

**What you’ll be responsible for**
- Monitor and evaluate customer interactions for adherence to quality standards
- Provide constructive feedback to agents, supervisors, and management
- Compile and maintain accurate records of quality evaluations
- Identify trends and areas for improvement in service quality
- Collaborate with training teams to address performance gaps and support ongoing development

**What you’ll need to be successful**
- Minimum 2 years of experience in a Contact Centre environment, preferably in a Quality Analyst or Quality Assurance role
- Demonstrated understanding of Quality Assurance standards and best practices
- Strong understanding of Contact Centre operations, processes, and technologies, ideally in a business-to-business service/ sales environment
- Excellent analytical and problem-solving skills, with the ability to identify patterns and trends in data
- Strong communication skills, both written and verbal, with a focus on providing constructive feedback and coaching
- Proficiency in Google Suite (Sheets, Docs, Slides), and experience with Contact Centre software and Salesforce
- Detail-oriented and organized, with the ability to multitask and prioritise effectively in a fast-paced environment
- Strong interpersonal skills, with a customer-centric mindset and a commitment to continuous improvement

**A Veolia Career**

Veolia values employees and their health and wellbeing. All of our employees are entitled to:

- Employee share plan where employees have the opportunity to purchase discounted Veolia shares
- Employee Assistance Program (EAP) through Assure which covers mental health, nutrition, financial, legal, coaching and career transition support
- Bupa health insurance discount
- Career development including formal training
- You will also have access to corporate discounts, as well as eligibility to volunteer at one of Veolia's partnered volunteer organisations
- The opportunity to work in a truly diverse and inclusive culture

Veterans are encouraged to visit our Veterans at Veolia webpage to discover what we can offer.

We encourage people of Aboriginal and Torres Strait Islander descent and people from diverse backgrounds to apply.

We are a Circle Back Initiative Employer and commit to respond to every applicant

Our environmental solutions help customers preserve and renew our natural resources, creating a better future for our planet. Here, you’ll have the opportunity to build your career, and a more sustainable world.