Call Quality Analyst

3 weeks ago

Adelaide CBD, Australia My Plan Manager Full time

**Do you have an inquisitive nature with a healthy data curiosity??**

**If so we have the role for you**

**About the role**:
We are looking for someone to join the Client Services Team as a **Call Quality Analyst.**

As a key member of the Client Services Team, the Call Quality Analyst, responsible for ensuring that both inbound and outbound calls to clients and providers meet expected standards.

Reporting to the Manager Business Improvement, and working as part of the Business Improvement Team, this role will be responsible for ensuring that both inbound and outbound calls to clients and providers meet expected standards and improvement opportunities are identified to continuously lift our service capability.
- Assist in the continual enhancement of Quality standards and the QA framework.
- Assist with the enhancement of training curriculums and performance measurement tools.
- Collaborate with trainers on continual enhancement of training curriculums and competency verification tools.
- Monitor calls to ensure payment assurance is completed appropriately, privacy checks are being undertaken and that service provided is in line with our person-centred policy allowing clients choice and control.
- Quality check calls and case updates to ensure consistency with MPM’s policies, procedures, and work instructions.
- Provide motivating and encouraging and coaching for staff to ensure processes are followed and meet MPM’s quality standards.
- Coordinate with key stakeholders on the calibration of calls and processes
- Create quality reports for Team Managers on individual agents to suggest actions for improvement.
- Create quality monthly trend reporting for senior leaders highlighting overall quality levels and improvement opportunities.
- Build reporting on call quality trends, scoring and process/knowledge gaps based on ad hoc requests.
- Identify and promote positive examples of customer service, where MPM staff have delivered exceptional outcomes for clients.
- Support with the development of call scripts and other materials to enable staff to deliver a high quality of service to MPM clients.
- Work closely with the Quality and Risk team to ensure that MPM’s commitment to client safeguarding is embedded within operational processes.

**To be successful in this role you'll have**:

- Previous experience with call quality checking within a service centre environment.
- Proven ability to provide coaching and feedback to frontline staff.
- Experienced in providing reporting and analysis.
- High level of empathy and emotional intelligence.
- Strong communication skills both written and verbal.
- Experience working with broad stakeholder groups and as part of a team.
- Ability to work in accordance with MPM values and ethos.
- Intermediate level knowledge of Microsoft Office suite - Word, Excel & Outlook.

**What’s on offer**

We will provide you with all the tools, resources and support that you need to succeed.

You will be partnered with an experience team member to support your learning.

We are offering:

- Ongoing training
- Support and guidance to help you reach your potential

**My Plan Manager embraces Equal Opportunity and promotes diversity. We encourage Aboriginal & Torres Strait Islander people, people of all backgrounds, ages, sexual orientation and People with a Disability to apply.**

**Applications close 12 May 2023.

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