Quality Assurance

4 weeks ago

Sydney, Australia NSW Government Full time

**Quality Assurance & Team Support Officer**

**Liquor & Gaming NSW**
- Exciting and challenging opportunity to work with the Customer Experience Team
- Clerk Grade 5/6 with a salary range of $96,295 - $102,941 plus Superannuation and Leave Loading
- 1 Full Time Ongoing role based in Sydney as well as hybrid working arrangements

**About Liquor & Gaming NSW**

We are at the pointy end of industry supervision for the liquor, gaming, wagering, casino and registered club sectors in NSW. If you want a seat at the table, whether we’re reviewing the latest facial recognition technology; advising Government on gambling reform policy; developing initiatives to increase live music venues and festivals; or investigating unlawful liquor or gambling inducement practices, we want to talk to you.

We’re enabling vibrant and dynamic hospitality and racing environments that are safe and responsible, and our regulatory efforts are evidenced-informed, coordinated, and targeted to where the risks are greatest.

Our work is as diverse as our people and the NSW communities we serve.

See what it’s like to work with us here

**About the Role**

The Quality Assurance & Team Support Officer assists the Team Leader and customer experience Manager in improving customer service by emphasising excellence and encouraging ongoing improvement.

This involves promoting a customer-focused approach, implementing effective quality controls, providing coaching when needed, and enhancing processes to enhance the overall customer experience.

Working closely with (and reporting) to the Manager Customer Experience you will:

- Train, coach, mentor, and support staff to meet service goals, recognising and addressing areas for improvement.
- Participate in staff development programs to improve team performance.
- Analyse service quality, customer satisfaction, and efficiency trends, suggesting process improvements and training opportunities.
- Create and maintain quality reports and improvement initiatives.
- Understand systems and processes to give effective feedback and manage knowledge.
- Support the Customer Experience Team with various tasks and maintain good relationships with staff and stakeholders.

**What we are looking for**:

- Customer-Centric Approach: Commitment to cultivating a customer-centric ethos within team operations and promoting excellence in customer service delivery.
- Communication: Strong communication skills to effectively deliver feedback, maintain relationships with staff and stakeholders, and contribute to effective teamwork.
- Analytical Skills: Capability to undertake quantitative and qualitative analysis to identify trends related to service delivery quality, customer satisfaction, and operational efficiency.
- Administrative Abilities: Capacity to undertake administrative tasks, project support, and general support activities to ensure effective operations of the Customer Experience Team.
- Thorough understanding of customer service standards and frameworks, with adept feedback delivery skills
- Experience in the use of business information systems and MS Office

**Essential requirements**
- Demonstrated expertise in quality assurance, training, and knowledge management within a customer service setting, showcasing meticulous attention to detail coupled with strong written and verbal communication skills.
- Willingness and availability to meet any shift-work as well as operational requirements of the role.

If this sounds like you, we’d love to hear from you. To learn more about the role, please view the Role Description here

**How to Apply**
Describe your approach to training, coaching, and mentoring staff to meet service goals, and how you address areas for improvement?

Describe your experience in implementing effective quality controls and ensuring service standards are maintained and improved over time.

**Closing Date: F**riday** 24May 2024 [9.59am]**

**Working at the **Department of Enterprise, Investment and Trade**

Enterprise, Investment and Trade (EIT) helps make NSW the best place in the world to live, visit, study, play, invest and do business.

The EIT portfolio brings together NSW’s key cultural, hospitality, entertainment and tourism groups alongside our leading economic development and investment attraction organisations.
- A recruitment pool may be created from this recruitment action for ongoing and temporary roles for this role or similar roles that may become available over the next 18 months._

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