Quality Assurance Advisor Sme

1 month ago

Sydney, Australia Qantas Airways Limited Full time

Be a part of the team driving ongoing improvements in call quality and customer service.
- Challenge yourself to implement and support the delivery of both new initiatives and business improvements.
- Full time permanent opportunity based at our Mascot Campus.

Today, we’re busy planning for tomorrow. We look to the future to guide the way we innovate, helping us stay relevant and responsive in an unpredictable industry. Taking ownership is critical. Whether we’re working individually or as a group, we challenge ourselves to make progress and deliver results.

The Quality Assurance Advisor, SME is responsible for driving ongoing improvements in call quality and customer service across the SME sales team. The Advisor monitors and evaluates SME sales calls to design and provide feedback and coaching to team members. This role is ultimately responsible for ensuring compliance, call quality and data integrity is maintained in line with agreed business standards for the entire team. The QA Advisor is responsible for driving improvements across all roles in the SME team -Account Managers, Business Development Representatives, Senior Account Managers and Qantas Business Rewards Consultants.

This role is responsible for designing and delivering feedback and coaching to these different roles based on the varying requirements and levels; working hard to ensure coaching and training is role specific. The QA Advisor leads calibration sessions with sales teams and stakeholders. This role is responsible for collating and presenting insights and opportunities to the SME sales team leaders, through to the Head Of.

The QA Advisor plays a key role in implementing and supporting the delivery of both new initiatives and driving business improvements within the Quality Assurance space.

In the role, you will be required to:

- Monitor calls of sales team’s customer interactions to observe areas of improvement and diversion from key processes/procedures.
- Develop and support framework for providing coaching, training and feedback to SME Sales team members aligned to call competencies and in alignment with broader management activity.
- Maintain strong working relationships with the Sales teams and leaders to influence to achieve positive outcomes.
- Present key themes and insights to senior leaders and utilise these forums to advocate for process and training improvements.
- Design, maintain and deliver reporting that captures key Quality Assurance measures and insights.
- Provide recommendations to the stakeholders regarding opportunities to improve customer experience and areas for operational efficiencies.

You’ll have
- Strong interpersonal and communication skills with a focus on collaboration and co-operation.
- Comprehensive knowledge of Quality systems in a call centre environment.
- Experience with CRM, Salesforce experience highly regarded.
- High level attention to detail.
- Good working knowledge of Microsoft office and sales processes.
- Ability to see outside the box to balance this against individual team members KPIs.
- Demonstrated ability to write policy and process.
- Ability to manage multiple priorities in a busy environment.
- Excellent organisational and administrative skills.
- Experience providing feedback training and/or coaching to individuals.
- Demonstrated ability to work effectively within a team in a support role.
- Experience in dealing with a wide range of stakeholders.
- Highly motivated and committed team player.
- Results oriented background.

Why Qantas?

You’ll join a team where creativity and passion are encouraged. Our people come together to allow us to dream big and deliver successfully.

There are many different opportunities across our team, which means you’ll be able to grow both personally and professionally at Qantas. Your development is a priority for us - so that you can maintain the high standards our customers have come to expect and can continue to develop over time. You’ll be supported from day 1 with on the job training and coaching as well as our formal training opportunities. While you may start in this role, we’ve got a great track record of supporting our people to take their career in so many different directions, the destinations are endless.

The Qantas employee benefits program offers amazing benefits that extend well beyond travel.
- We love to travel: Enjoy heavily discounted air travel within Australia and across the globe, both for you and your family and friends, as well as exclusive deals on accommodation and holidays.
- We have flexible leave options: Make use of leave and flexible working opportunities including 14 weeks paid parental leave and the option to purchase additional paid leave for eligible employees.
- We’ll give you access to thousands of rewards: Through our partnerships we can offer you discounts across shopping, food and wine, insurance, health and wellbeing, leisure and entertainment. You can also take advantage of our sa

  • 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 Advisor

    1 month ago

    Sydney, Australia Ventia Pty Limited Full time

    **Quality Advisor**: - Date: 29 Aug 2023- Location: Sydney, NSW, AU, 2000- Company: Ventia**About the role** The **Quality Advisor** is responsible for ensuring the Whole of Australian Government (WoAG) and Project and Workplace Solutions (PWS) Contracts comply with the Ventia’s procedural framework Business Management System (BMS) requirements...

  • Quality Advisor

    1 week ago

    Sydney, Australia Ventia Pty Limited Full time

    **Quality Advisor**: - Date: 29 Aug 2023- Location: Sydney, NSW, AU, 2000- Company: Ventia**About the role** The **Quality Advisor** is responsible for ensuring the Whole of Australian Government (WoAG) and Project and Workplace Solutions (PWS) Contracts comply with the Ventia’s procedural framework Business Management System (BMS) requirements...

  • Quality Advisor

    2 months ago

    Sydney, Australia Ventia Pty Limited Full time

    **Quality Advisor**: - Date: 19 Jun 2023- Location: Sydney, NSW, AU, 2000- Company: Ventia**About the role** The** Quality Advisor **is responsible for ensuring the Whole of Australian Government (WoAG) and Project and Workplace Solutions (PWS) Contracts comply with the Ventia’s procedural framework Business Management System (BMS) requirements...

  • Quality Assurance Analyst

    7 days 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 Advisor

    2 months ago

    Sydney, Australia Saunders International Full time

    **WHO WE ARE** Saunders International is a leading, Australian-based company committed to providing engineering services to the energy, defence, infrastructure and resource sectors. Firmly focussed on safety, Saunders is a company built on integrity, innovation, performance and excellence. Spanning over 70 successful years, we are proud of our...

  • Associate Sterility Assurance

    1 month ago

    Sydney, Australia Job Capital Full time

    Our client is seeking an experienced Associate Sterility Assurance Officer Reporting into the Sterility Assurance SME, the Associate / Senior Associate, Sterility Assurance will be responsible for the oversight and life cycle management of Sterility Assurance controls governance, validation controls and monitoring controls at the site. Work...

  • Anti Money Laundering Assurance Advisor

    2 months ago

    Sydney, Australia The Star Entertainment Group Full time

    **Anti-Money Laundering Assurance Advisor** We are looking for an Anti-Money Laundering Assurance Advisor to join our team in Brisbane!

  • Principal Technical Assurance Advisor

    6 days ago

    Sydney, Australia SNC-Lavalin Full time

    SNC-Lavalin is one of the world’s leading professional services and project management organisations since 1911 with over 30,000 employees worldwide. We create sustainable solutions that connect people, data and technology to design, deliver and operate the most complex projects across the world. We are committed to having a diverse, flexible, and...

  • 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

    6 days 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...

  • Systems Assurance Manager

    1 month ago

    Sydney, Australia CGC Recruitment Full time

    Join the Sydney Metro WSA project - Be part of a global business - Flexible working options available I am currently recruiting for a Systems Assurance Manager to join the Sydney Metro SSTOM project. The System Assurance Manager will ensure that the safety, systems and security assurance processes are effectively implemented and followed during the D&C...

  • Quality Assurance Manager

    6 hours 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

    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 Officer

    6 days 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...

  • Graduate Sme

    2 months ago

    Sydney, Australia WTW Full time

    **Overview of the role**: We are looking for a graduate Business Systems Analyst who will work as a Subject Matter Expert (SME) to join our agile team of highly skilled actuaries, financial modelling and software engineers. SMEs engage with stakeholders to develop a vision of how to achieve business goals. The SME then works closely with other team members...

  • Quality Assurance Manager

    6 days 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...

  • Sme Rail

    2 months ago

    Sydney, Australia Six Degrees Executive Full time

    Location: - Sydney- Job Type: - Permanent- Salary: - $175000 - $250000 per annum, Benefits: Attractive Salary- Contact: - Orrin Huang**The Organisation** National Intermodal is an independent developer of critical logistics infrastructure. The organisation facilitates the Australian Government's significant investment of world class, open access intermodal...

  • Quality Assurance Manager

    2 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...

  • Quality Assurance

    2 weeks ago

    Sydney, Australia Allianz Australia Full time

    **QUALITY ASSURANCE ANALYST- PI DIVISION | SYDNEY, NSW or MELBOURNE, VIC** At Allianz, we’re proud to be one of the world’s leading insurance and asset management brands, with a workforce as diverse as the world around us. We care about our customers, which is why we hire the very best people to further our commitment to securing the future of our...