Quality Assurance

8 months 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

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