Operational Quality Assurance Specialist
2 days ago
Company Overview:
">At Optus, we are a leading telecommunications company that strives to provide innovative solutions to our customers.
We have an ambitious goal to be Australia's most loved everyday brand, and we believe that our employees play a vital role in achieving this vision.
Job Description:
">The Operational Quality Assurance Specialist will drive key operational requirements specifically in relation to Quality Assurance activities in Community of Experts, and Billing and Credit Contact Centre locations.
This role will be responsible for the operational management of the Quality Control Site Assurance program across Branded Retail, Non-Branded Retail, Affiliate Partners, and Offshore Contact Centre teams.
The Operational Quality Assurance Specialist will lead the review of actions completed, creation of key documentation and artifacts, and managing visitation schedules to determine focus sites for assessment.
Key Responsibilities:
">- Manage training, calibration, and Check the Checker activities on behalf of the Quality Assurance Team
- Maintain benchmark repository and storage systems of Quality Assurance requirements to meet and exceed standards associated
- Support the Quality Control Site Inspection Program by completing a minimum of 2 x site visits per month across Branded and Non-Branded Retail outlets
- Coordinate with site assessors' visit schedule through review of high-risk sites based on compliance reporting indicators, ensuring high-priority sites are visited first and at least each site nationally is visited at least once annually
- Conduct PIRs to evaluate success of Quality Assurance delivery into Contact Centre locations
Required Skills and Qualifications:
">Proven experience in a similar role, Contact Centre experience is crucial.
Core understanding of Customer Relationship Management Systems
Ability to operate with ambiguity, multitask & move with rapid speed.
Capability to think around a multi-faceted issue to quickly identify the best solution.
Excellent communication and stakeholder management, with the ability to influence and lead decisions.
Benefits:
">We offer a competitive salary of $80,000 - $110,000 per annum, depending on experience.
3 days in the office, 2 days remote – with flexible hours to suit
Inclusive paid parental leave, up to 14 weeks for the primary caregiver
All Optus employees have access to resources, webinars, and support via the 'Parents at Work portal'
Own your own growth by accessing an extensive online and facilitator-led learning catalogue – even earn a MBA micro-credential via OptusU (University)
Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office
About Us:
">At Optus, we value diversity and inclusion and are committed to ensuring that our application process provides an equal employment opportunity to all job seekers.
We strive to create a workplace where everyone feels valued, respected, and empowered to contribute their best work.
Contact Information:
">Please note that we do not accept applications via email or phone. All applications must be submitted through our website.
For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity.
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