Executive Director of Quality Assurance

1 month ago


Footscray, Victoria, Australia Greater Western Water Limited Full time
About the Role
Greater Western Water Limited seeks an experienced leader to fill the position of Executive Director of Quality Assurance. This key leadership role is responsible for leading, managing, and motivating the Quality and Training team within our Customer Connect Team.

Key Responsibilities
The successful candidate will be responsible for designing, implementing, and maintaining the quality assessment program and delivering associated training programs across all customer-facing roles. Additionally, they will contribute to a work culture that fosters trust and high-quality outcomes by ensuring direct reports are supported, provided with constructive feedback, and held accountable for delivering high-quality work in alignment with organisational priorities and performance targets.

Requirements
To be successful in this role, you will need experience in a similar position within a high-volume customer service centre or call centre environment. You should also have confidence in navigating complex customer-facing environments and applying a continuous improvement focus. Your key abilities should include analytical, decision-making & reasoning in a customer service environment, people leadership capability, engaging communication skills, and the ability to build effective relationships & team morale.

Benefits
As a valued member of our team, you will enjoy a range of benefits, including free onsite parking (subject to availability), gender-neutral 16-week parental leave, monthly work-life balance day off to treat yourself (if full-time), free income protection and salary continuance insurance, access to corporate health insurance deals with major providers, wellbeing, prayer, and sensory rooms in the Footscray and Sunbury office, and a competitive salary estimated at $125,000 + 11.5% superannuation.

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