Quality Assurance

4 weeks ago

Sydney, Australia Mable Full time

**Key Accountabilities**:

- Develop and manage a comprehensive quality assurance program that meets industry standards, and legislation and enhances customer satisfaction.
- Design and deliver technical training modules for new hires and ongoing training for existing staff to ensure high competence in handling customer queries and issues.
- Conduct regular assessments to evaluate staff performance and training programs' effectiveness, making necessary adjustments.
- Collaborate with the customer operations management team to align quality assurance standards and training programs with company goals.
- Lead, coach, and manage a team of quality assurance analysts and technical trainers, fostering a culture of continuous improvement and excellence.
- Analyse customer feedback and performance data to identify trends, anticipate training needs, and implement quality improvement measures.
- Prepare and present detailed reports on team performance, training outcomes, and quality assurance metrics to senior management.
- Stay updated with industry trends, legislative changes and technologies, incorporating best practices into training and quality assurance initiatives.
- Be the knowledge management system owner across customer operations teams ensuring all articles are relevant, practical and accurate. Including process documentation, scripts and templates across omni-channel technology

**Skills, Knowledge and Experience**:

- Proven experience in designing and implementing effective training programs and quality assurance systems in a call centre or customer service environment
- Strong leadership and people management skills, with the ability to motivate and influence a diverse team.
- Excellent communication and interpersonal skills, capable of working effectively with cross-functional teams.
- Analytical thinker with strong problem-solving skills and the ability to handle multiple tasks simultaneously.
- Proficiency in using customer service software, databases, and QA tools.
- Strong understanding of training and development principles, adult learning theories, and instructional design concepts.
- Excellent verbal and written communication skills, with the ability to deliver constructive feedback and facilitate training sessions effectively.
- Certification in Quality Assurance or Training & Development is a plus

  • Quality Assurance Analyst

    1 month ago

    Sydney, Australia IOOF Holdings Full time

    **Date**:27 Jul 2023**Location**:Sydney, NSW, AU, 2000**Employment Type**:Permanent Full Time- Bring your financial crime and quality assurance experience to this newly created role - Permanent, full-time opportunity located in our Sydney office - Hybrid working - mix of wfh & office **The Role** - Reporting to the Quality Assurance Manager, you will be...

  • Quality Assurance

    1 week ago

    Sydney Central Business District, Australia HAYS Full time

    Quality assurance, roads maintenance **Your new company** Transport for NSW - is comprised of numerous integrated divisions that focus on achieving community outcomes for the greater good and on putting our customers at the centre and our people at the heart of everything we do. **Your new role** The role ensures that the effective assurance and...

  • Quality Assurance Manager

    22 hours ago

    Sydney, Australia ALG Full time

    **About Australian Learning Group (ALG)** ALG is a registered training organisation that has been offering high-quality vocational education and training in the fields of Health and Community Services for over 15 years. **About the role** The Quality Assurance Manager will lead and manage the quality assurance activities for ALG to ensure compliance of...

  • Quality Assurance Manager

    2 days ago

    Sydney, Australia HAYS Full time

    Sydney Metro - Quality Assurance Manager **Your new company** This is a unique and exciting opportunity to be part of the Health & Safety Team supporting the operation of the Metro North West Line and opening of the City Section on the Sydney Metro City & Southwest Project. The purpose of this role is to support safety, quality and assurance management...

  • Quality Assurance Specialist

    2 months ago

    Sydney, Australia TAL Full time

    Company Description Welcome to This Australian Life. From the millions of Australians we protect, to those that make it happen every day at TAL, people really are what we’re all about. We want to grow with you. Achieve with you. And support you to do your best work. That's why we're focused on developing leadership, promoting diversity, rewarding...

  • Quality Assurance Officer

    1 week ago

    Sydney, Australia BGIS Full time

    **Quality Assurance Officer - Sydney CBD** BGIS, a leading integrated facilities management company, is seeking a highly motivated and experienced Quality Assurance Officer to join our team in Sydney CBD. This position is only open to Australian citizens due to security and regulatory requirements. As a Quality Assurance Officer, you will play a crucial...

  • Quality Assurance Manager

    1 week ago

    Sydney, Australia Total Resource Solutions Full time

    **Quality Assurance Manager - NSW Government** A Quality Assurance Manager is required by a NSW Government department based in the Sydney CBD + WFH (hybrid) on an initial 6 month contract with potential extensions. - **Location: Sydney CBD + WFH (hybrid)**: - **Pay Rate: Up to $820 per day + Super**: - **Contract Length: 6 months with potential...

  • Manager - Quality Assurance

    2 weeks ago

    Sydney, Australia Commonwealth Bank Full time

    You are a team contributor who enjoys working collaboratively - Opportunity to innovate and drive pioneering business initiatives - Together we can drive sustainable business growth for our clients **See yourself in our team** CommSec, is Australia’s leading online retail stockbroker providing customers with access to Australian and International...

  • Quality Assurance Manager

    4 days ago

    Sydney, Australia NSW Government -NSW Ombudsman-Corporate Branch Full time

    **Come join our team to make a difference in the NSW public sector!** **Vacancy**: Quality Assurance Manager, Clerk Grade 11/12,Enabling Services Branch **Location**: Sydney CBD with hybrid and flexible working options. **Employment**: Ongoing **Salary Range**: Up to $174,071. Package includes salary ($134,411- $155,445), employer's contribution to...

  • Analyst Quality Assurance

    2 days ago

    Sydney, Australia Commonwealth Bank of Australia Full time

    Analyst Quality Assurance **Don't miss out on joining this amazing passionate team!** The Chief Controls Office (CCO) is a first line of defence function that provides comprehensive and integrated risk services in support of the COO. The value proposition of the CCO is to provide skilled, practical and efficient risk management to support the COO in the...

  • Quality and Assurance Manager

    1 month ago

    Sydney, Australia CSG Talent Full time

    **Quality Assurance & Delivery Manager** - $140,000-$150,000 including Car Allowance + Super + Attractive Bonus - Flexibility to work remotely. - Permanent role **The Role**: Quality Assurance & Delivery Manager will be working on the Quality Assurance and Delivery of Solar and Battery installations and report directly to the COO. This role will own the...

  • Quality Assurance Lead

    1 month ago

    Sydney, Australia RGA Careers Page Full time

    **Quality Assurance Lead** R/GA is seeking a Quality Assurance leader who can thrive in a high paced, high volume, dynamic landscape to deliver compliance, quality assurance, document management and other continuous improvement tasks that supports our Technical design and build output for our clients through constant innovation. **Technology at...

  • Analyst Quality Assurance

    2 days ago

    Sydney, Australia Commonwealth Bank of Australia Full time

    **Don't miss out on joining this amazing passionate team!** The Chief Controls Office (CCO) is a first line of defence function that provides comprehensive and integrated risk services in support of the COO. The value proposition of the CCO is to provide skilled, practical and efficient risk management to support the COO in the delivery of excellent...

  • Analyst Quality Assurance

    4 days ago

    Sydney, Australia Commonwealth Bank Full time

    **_Don't miss out on joining this amazing passionate team! _** The Chief Controls Office (CCO) is a first line of defence function that provides comprehensive and integrated risk services in support of the COO. The value proposition of the CCO is to provide skilled, practical and efficient risk management to support the COO in the delivery of excellent...

  • Quality Assurance Officer

    1 month ago

    Sydney, Australia TAL Full time

    Company Description Welcome to This Australian Life. From the millions of Australians we protect, to those that make it happen every day at TAL, people really are what we’re all about. We want to grow with you. Achieve with you. And support you to do your best work. That's why we're focused on developing leadership, promoting diversity, rewarding...

  • Quality Assurance Manager

    3 weeks ago

    Sydney, Australia Osborne Richardson Australia Full time

    An exciting opportunity for an experienced and motivated Quality Assurance Manager has become available to join my client based in Sydney. This company have been making delicious home comfort soup for several years and their products are stocked in Australia’s 2 major retailers along with independent stockists. Due to growth, they are now seeking a...

  • Quality Assurance Officer

    1 week ago

    Sydney, Australia Graymont PTY LTD Full time

    **About Graymont** **Our Role** We are currently recruiting for a Quality Assurance Officer to be based at any of our operational locations. Reporting directly to the Global Lead, Quality Assurance, you will be responsible for coordinating all activities associated with the implementation and maintenance of the Quality Management System including...

  • Quality Assurance Officer

    1 month ago

    Sydney, Australia Graymont PTY LTD Full time

    **About Graymont** **Our Role** We are currently recruiting for a Quality Assurance Officer to be based at any of our operational locations. Reporting directly to the Global Lead, Quality Assurance, you will be responsible for coordinating all activities associated with the implementation and maintenance of the Quality Management System including...

  • Quality Assurance Analyst

    1 week ago

    Sydney, Australia Commonwealth Bank Full time

    **QUALITY ASSURANCE ANALYST (Sydney)** **Salary pay range**:$66,200 - $89,600** **Maximum Term Agreement **Do work that matters**: The Customer Service Remediation (CSR) team at Commonwealth Bank Group is responsible for delivering a strategic program of work to remediate past issues and deliver on the commitments made in response to the Royal...

  • Quality Assurance

    4 days ago

    Sydney, Australia Talent International Full time

    australia sydney contract au$82 - au$87.50 per hour- Sydney CBD Fringe location (2 days per week work from home) - Duration: 6-month contract (Immediate start) - Day Rate: $700 + super per day A leading Entertainment organisation is currently seeking a detail-oriented Quality Analyst to join their team as part of a dynamic Business Transformation...