Quality Excellence Lead

2 days ago

Melbourne, Victoria, Australia beBeeQuality Full time $100,000 - $125,000

Drive quality excellence as a Senior Quality Evaluator.

This role plays a vital part in maintaining the highest standards of quality across various customer contact methods.

The Quality Evaluator position entails monitoring and evaluating the accuracy and adherence to established quality standards, assessing inbound and/or outbound calls, emails, and chats to provide valuable insights that contribute to program performance improvements.

Strong analytical skills are required to identify areas of improvement and suggest recommendations to stakeholders. This involves analyzing a sampling of communications to inform data-driven decisions and enhance business outcomes.

Key responsibilities include:

  • Monitoring, evaluating, and auditing a selection of inbound and/or outbound interactions, including chat and email
  • Reporting results of evaluations to relevant stakeholders (Quality Leadership, Operations)

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