Quality Assurance Specialist

2 weeks ago

Melbourne, Victoria, Australia Probe Operations Pty Ltd Full time

At Probe CX, we're driven by a passion for delivering exceptional customer experiences. As a Quality Assurance Specialist, you'll play a vital role in ensuring our team meets the highest standards of quality and compliance.

About the Role

We're seeking a motivated and detail-oriented individual to join our team as a Quality Assurance Specialist. In this role, you'll be responsible for analyzing customer interactions, identifying areas for improvement, and championing compliance. You'll work closely with our team and clients to ensure seamless customer experiences.

Key Responsibilities:

  • Review and assess customer contacts and back office transactions on a daily basis and provide prompt feedback to team members and the management team ensuring we meet our SLAs
  • Listen to and/or review and score calls and back office transactions according to the Quality Framework
  • Administration & reporting of team quality results and provide regular feedback to the management team and client
  • Prepare and facilitate calibration sessions both internally and with our client
  • Both strictly adhere to and ensure the team adhere to regulatory and compliance policy and procedure and to any additional procedures as specified
  • Liaise closely and promptly with the Operational team in relation to email assessment results and feedback
  • Ensure Business Management System and Security policies and procedures are adhered to
  • Ensure no compliance breaches and identify any risk or possible risk in relation to assessments made

About You

We're looking for an individual with exceptional attention to detail and excellent communication skills. Your demonstrated understanding of QA guidelines adds an extra layer of consistency to your expertise.

Culture & Benefits:

  • Fantastic working environment that celebrates diversity, ensuring you feel valued, supported and empowered daily.
  • Unlimited access to a trusted mental health and well-being platform, giving you peace of mind and helping you thrive.
  • Opportunities for career progression with a company that invests in your professional growth and development.

Our Promise to You

Probe CX firmly believes that the strength of our company lies with the diversity and talent of our people. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, making room for opportunities for each individual to thrive.

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