Customer Experience Quality Specialist

7 days ago

Sydney, New South Wales, Australia beBeeAnalytical Full time $90,000 - $130,000

You are passionate about delivering exceptional customer experiences and driving continuous improvement.

As a Quality Assurance Analyst, you will play a crucial role in ensuring that our customer support centre meets the highest quality standards.

Key Responsibilities:

  • Lead proactive root cause analysis to capture relevant insights
  • Perform end-to-end journey monitoring to secure customer perspectives
  • Gather qualitative customer insights through various channels
  • Host calibration sessions to define and share best practices
  • Perform deep-dives to support data-driven hypotheses
  • Identify learning needs for coworkers and coordinate development opportunities
  • Provide feedback to ensure resources are allocated for country-specific improvements

Collaboration and Teamwork:

We are transforming how we meet our customers across all touchpoints. You will work with our team to drive a culture of strong customer focus and ensure that our customer support centre adhers to quality standards.

Additonal Information:

This is a permanent full-time position requiring 76 hours per fortnight. A flexible schedule including late nights and weekends is necessary.

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