Quality and Information Specialist

3 weeks ago

Brisbane, Australia Agriculture and Fisheries Full time

**As our Quality and Information Specialist, you will**:

- Embrace the department's vision, values and strategic agenda with stakeholders, external organisations and staff
- Conduct quality audits on CSC interactions and subsequent coaching and mentoring as required, to support CSC Leaders and change projects
- Provide ad hoc insights into call trends, drivers, changes in public behaviour and other related detail
- Ensure a consistent approach, look and feel for information and knowledge articles to increase efficiency and provide a customer centric approach to our service delivery
- Investigate, implement, and maintain a Contact Centre specific Quality Evaluation Framework
- Attention to detail and accuracy is critical, undertake quality assurance processes to ensure a high standard of document and content control
- Document business and system processes, tools, templates and user material for relevant CBS system with a focus on continual process improvement
- Support front-end users through provision of advice and training on the use of the, CRM and call centre technology
- Be self-motivated and self-directed with the ability to multitask, prioritise and manage time effectively and accomplish team and organisational goals
- Embraces a culture of openness, transparency, where constructive opinions matter and ideas are encouraged
- Perform other tasks or projects as required by Team Leader, Customer Service Centre and CBS Leadership team members.

What you will bring

Essential requirements
- Experience in writing updates, newsletters and general knowledge management would be highly desirable
- Understanding of CRM Microsoft dynamic 365 and SharePoint would be beneficial
- Ability to undertake occasional travel where required

Why join the department?
The work we do is widespread and varied, but our people are united by an innate sense of purpose, and a passion to serve their fellow Queenslanders. Our people are talented, down-to-earth, and resilient, and the work they do every day fills them with gratification and pride. This is what keeps them coming back.

**Here are some other reasons why our people choose us**:

- Have visible impact in your community, and directly contribute to making Queensland a better place to live
- Flexible working options that encourage a healthy work-life balance
- Salary sacrificing options and competitive superannuation through QSuper
- A variety of fantastic leave benefits, supported across the broader Queensland public sector
- Access to confidential free counselling for you and your immediate family members through our employee assistance program
- We are committed to preventing violence against women and are proud to be a White Ribbon accredited workplace

Applications to remain current for 12 months.This work is licensed under a Creative Commons Attribution 3.0 Australia License.

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