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Customer Experience Quality Specialist
2 weeks ago
About the Role
This role is focused on delivering exceptional customer experiences and ensuring high-quality standards within our organisation. The successful candidate will work closely with teams to achieve organisational objectives through quality and compliance checks, enhancing performance and improving customer satisfaction.
Key Responsibilities
- Conduct regular reviews of customer service interactions to ensure quality and provide timely feedback to team members.
- Analyse data to identify opportunities for improvement and implement changes that enhance efficiency and effectiveness.
- Collaborate with teams to implement continuous improvement initiatives, including process optimisation, to deliver a better customer experience.
- Assist in reviewing business processes to ensure adherence to policies and procedures, and make recommendations for improvement.
- Work with managers and team leaders to align quality goals and participate in calibration sessions to ensure consistent evaluation standards.
- Identify opportunities to improve timeliness, efficiency, data capture, and customer service across the organisation.
About You
To be successful in this role, you will have a strong understanding of our organisational functions and processes, a relevant qualification such as a Certificate IV in Employment Services or Career Development, and experience in employment services or a related industry.
About Us
We are a national not-for-profit organisation providing employment, disability, youth, indigenous, and community services. We value excellent customer service, integrity, and honesty, and strive to conduct our business with care, respect, and high levels of service.
