Nac Quality and Compliance Officer

2 weeks ago

Adelaide, Australia Workskil Australia LTD Full time

**About Role**

This role supports the delivery of exceptional customer service and high-quality standards within the National Administration Centre (NAC). With a particular focus on the Customer Service Centre (CSC), the NAC Quality & Compliance Officer will support the achievement of organisational objectives through provision of quality and compliance checks to enhance performance and improve customer satisfaction.

**This role is being offered on a Full Time Ongoing Basis located at our Adelaide CBD site.**

**About You**

To be successful in the role you will be able to:

- Have a strong understanding of all Deeds and Guidelines in relation to the NAC related functions.
- Conduct regular CSC call quality reviews to ensure quality customer service is achieved, offer timely and constructive feedback to agents on their performance and to identify specific training needs.
- Analyse data on a regular basis to ensure efficiency and effectiveness of process and determine opportunities for improvement.
- Work with the Call Centre Manager and broader teams to implement continuous improvement opportunities including interactive voice response requiring continuous reviewing and testing to ensure customer experience is optimized.
- Assist in undertaking reviews to ensure other NAC functions (including the Virtual Services, Employer Support, Employer Payments, and Progress Payments teams) are adhering to Workskil Australia’s policy and procedure and associated guidelines where required.
- Engage closely with the Learning and Development Team to ensure staff training, including induction material, meets the desired requirements and needs of staff and where required deliver refresher training sessions to reinforce learning and improve performance.
- Collaborate with Managers and Team Leaders to align NAC quality goals and participate in calibration sessions to ensure consistent evaluation standards.
- Review business processes to determine opportunities for improvement regarding timeliness, efficiency, data capture and the improvement of customer service across the CSC and other NAC teams.
- Ensure the delivery of the service and interactions with stakeholders is positive, professional, and in line with Workskil Australia Values, Code of Conduct, Deeds, Guidelines, policies and procedures.
- Adhere to the Integrated Management System and assist with continuous improvement activities.

You will also be required to:

- Have a minimum Certificate IV in Employment Services or Career Development or willingness to obtain; and
- Have experience in Employment Services or a related Service industry.

**About Us**

Workskil Australia is a national not-for-profit and charitable organisation, with almost 40 proud years of supporting Australians to achieve sustained economic and social self-reliance. We do this by providing a range of employment, work experience, disability, youth, Indigenous and community services across New South Wales, South Australia, Western Australia and Victoria.

We promote a positive team culture where high performance can thrive. We value excellent customer service, integrity and honesty in our employees. We look for employees who have a genuine passion for working with those in need, are results-focused and can contribute to a strong team. In return for your truly valued contribution, we will support your ongoing career development and offer a friendly, supportive & innovative environment for you to thrive.

We work hard every day to:

- Work with our Customers to secure great long-term job opportunities.
- Meet the labour needs of business and industry through quality recruitment services at no cost.
- Assist businesses with diversifying their workforce.
- Provide specialist employment and community services to people seeking work, including people with mental illness, injury or disability and Indigenous Australians.
- Deliver work experience projects to the community.

Our values remain at the heart of everything we do and we strive to conduct our business with the highest degree of care, integrity, respect, honesty and service. We believe that the care, respect and high level of service we give to all of our customers is our key point of difference.

**Remuneration**

A competitive salary will be negotiated commensurate with skills and experience. As Workskil Australia is a public benevolent institution, we can also offer a portion of the salary through tax effective salary packaging.

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