Head of Quality Compliance and Assurance

5 months ago

Southbank, Australia ENGIE Full time

Requisition ID: 23618- Location: Southbank, AU, 3006**The Role**:
Great opportunity to lead our Quality Compliance and Assurance team

This role will be accountable for the effective management of the Quality and Compliance Program across all Simply Energy Sales, Service and Collections channels, ensuring that Simply Energy meets its business Quality KPI’s and Compliance requirements in accordance with relevant legislation.

The role will report to the General Manager Operations Simply Energy and can be worked flexibly between home and our Southbank office
- hybrid model.

**Key Responsibilities**:
The scope of this role will lead and govern the design and implementation of a best practice quality program. It will also have oversight of partner customer facing and back-office teams who are responsible for carrying out sales, service and collections functions.
- Maintain an effective Quality Monitoring and Assurance program; adapted to business, customer, and compliance requirements across Sales, Service and Collections
- Maintain an effective Sales and Compliance program of work in co-ordination with internal and external stakeholders
- Ensure policies, systems, documentation and reporting supporting quality and compliance is up to date and working well.
- Ensure the independent QA function is calibrated with the Simply Energy Compliance team to ensure accurate & appropriate escalation of potential issues
- Act as lead contact and coordinator through internal & external audits
- Manage the ongoing performance of the suppliers for all customer complaint functions in line with our commercial agreement and KPI’s.
- Build and maintain working relationships with managers, service providers and stakeholders at all levels to ensure satisfactory and timely resolution of complaints.
- Analyse and implement initiatives on reviews conducted of call types with a view to recommending strategies as to how the business can reduce irritant call types to improve customer experience and reduce cost to serve.
- Manage the workload for the service and ensure that appropriate systems and resources are in place so that all complaints are processed and resolved in a timely, fair and transparent manner
- Ensure vendor quality and compliance teams are calibrated and aligned to Simply Energy requirements.

**About You**:
To be successful in this role, you are customer-focussed and work collaboratively with diverse groups of people and balance multiple internal and external stakeholders to drive outcome.

You will have experience in working in or with Contact centres (preferably with some exposure to outsourced operations). You are experienced in managing customer Quality and Compliance functions, and managing complex services contracts.

You possess strong effective communication skills can manage through complexity to drive results.

Understanding of the relationship and dynamics associated with energy industry ombudsman offices and regulators

**Next Steps**

All applicants must have unlimited rights to work in Australia.

**About ENGIE Australia & New Zealand**:
ENGIE Australia & New Zealand is accelerating the transition to a carbon-neutral economy by providing innovative, sustainable energy solutions to households, businesses, communities and cities.

Our mission is to accelerate and support the transition towards a carbon-neutral economy, through reduced energy consumption and more environmentally friendly solutions.

We have over 1,000MW of low-carbon generation capacity and more than 3,00MW of renewable energy under development. Our retail business, Simply Energy, has more than 700,000 customer accounts around Australia.

ENGIE’s trading arm, Global Energy Management & Sales (GEMS) provides long-energy supply agreements, energy trading, risk management and asset management services to business customers across the ENGIE ANZ portfolio.

**Our Business Units**
- Flexible Generation & Retail_
- Simply Energy is one of Australia’s fastest growing energy retailers, with more than 700,000 electricity and gas customer accounts in Victoria, South Australia, New South Wales, Western Australia, The Australian Capital Territory and Queensland.
- Simply Energy offers simple and affordable energy plans for Australian households and businesses.

They offer 100% carbon neutral plans certified by Climate Active where carbon emissions are offset from energy usage.
- Our gas power plants in South Australia are an essential component of our strategy to achieve a sustainable energy future, and we remain committed to optimizing their performance and reducing emissions while we invest in the energy systems of tomorrow.
- The Hazelwood Rehabilitation Project is a dedicated business stream leading the safe, stable and sustainable rehabilitation of the former Hazelwood Power Station and Mine, which ceased operation in 2017.
- Renewables_
- With 165MW of operating wind farms in South Australia and 3000MW of identified pipeline of solar, wind

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