QA & Cx Specialist - Customer Engagement Team

3 weeks ago

Varsity Lakes, Australia G8 Education Full time

509977
- Varsity Lakes, QLD, 4227
- Customer and Marketing
- Permanent Full time

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G8 Education is one of Australia’s largest early education and care providers, with more than 430+ centres across Australia and over 10,000 team members who are all helping shape the lives of over 58,000 children every day. Our core values of passion, innovation, dedication, compassion, and integrity, unite us on our journey to ensure the health and happiness of future generations where we are committed to developing a culture that empowers and rewards our family of early childhood educators, teachers, leaders, and support office team members.

**The Opportunity**

**Your day-to-day**

This is a split role, that will see you work across mainly QA functions, but support the Productivity Lead in CX-related matters. Some of the key areas are, but not limited to:

- Quality Assurance (QA)_
- Conduct root cause analysis to identify the cause of quality issues and recommend process improvements to prevent future occurrences
- Provide coaching and feedback to agents to improve their performance and customer service skills
- Work with the Regional Leaders and other stakeholders to develop quality standards, processes, and metrics
- Develop and maintain quality assurance documentation, including call monitoring forms, evaluation criteria, and quality metrics
- Conduct quality audits and prepare reports to share findings and recommendations with the Family Support Manager and other stakeholders
- Customer Experience (CX)_
- Providing assistance to Agents in resolving call quality issues, including directing Agents to self-identify quality issues (system connection, network strength, hardware and equipment specifications)
- Proactive call system performance and quality monitoring to identify issues with incoming call routing configurations, system responsiveness, and connectivity
- Proactive identification of Agent call quality issues, including analysis of call quality dashboards, identification of call quality trends, identification of underlying causes of call quality issues (using real-time diagnostic tools and data)
- Monitoring of support request ticketing process and performance dashboard troubleshooting and liaising with IT partner for resolution

**About You**

You are someone who thrives in a fast-paced and engaging work environment. You value great partnerships, you’re collaborative, you always strive for excellence, and you own the outcomes. Some of the required skills and experiences to be successful in this role:

- Minimum of 2 years of experience in contact centre quality assurance or a related field
- Excellent communication, interpersonal, and coaching skills
- Ability to collaborate with cross-functional teams and work in a fast-paced environment
- Strong problem-solving skills and a desire to take feedback and make continuous improvements for the betterment of our families
- Familiar in working in a high performing environment
- Ability to build and maintain a strong breath of knowledge across the business
- Proven ability to identify quality issues and recommend process improvements
- Experience with quality monitoring tools and software, in a telephony and online environment
- Knowledge of contact centre operations and best practices
- Ability to organise work independently and collaboratively in a team environment
- Proficiency in Microsoft Office and other quality assurance-related software and tools

**Benefits Include**:

- Competitive salary package
- Work From Home & Hybrid working conditions encouraged.
- Career development opportunities as part of a large ASX-listed company
- Flexible working arrangements and role autonomy
- Access a 50% discount on early education and childcare fees at any G8 Education Centre.
- Exclusive access to our employee benefits program covering a wide range of discounts and promotions.
- G8 Education is a committed advocate for child protection, safety and wellbeing. We have a zero tolerance for any form of child abuse or harm. The safety and wellbeing of children will always be our priority and all team members are expected to embrace this shared commitment._

LI-G8SO

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