Continuous Improvement Professional

1 week ago

Brisbane, Queensland, Australia beBeeCustomer Full time $118,064 - $126,071

Job Description:

Key Role Overview

We are seeking a skilled professional to play a pivotal role in the Customer Resolution and Engagement team.

The ideal candidate will drive consistency in business processes, policies, and procedures, fostering excellence in customer service and decision making.

Major Responsibilities:
  • Develop and refine our quality assurance approach to support continuous improvement in customer experience and service delivery.
  • Manage and review data quality, case management, and administrative decisions, incorporating customer satisfaction and feedback into business improvement strategies.
  • Conduct regular data checks, case audits, and provide actionable feedback to leaders for coaching purposes.
  • Collaborate on strategies to enhance decision making quality and customer experience.
  • Deliver coaching and guidance to leaders and team members on quality management best practices.
  • Foster data integrity through exception reporting and analysis of results.
  • Identify trends and patterns in market conditions to inform professional development opportunities.
  • Assist with stakeholder surveys, analysis, and communication of results.
  • Review customer feedback and surveys to pinpoint areas for improvement.
  • Maintain robust good practice procedures, processes, and guidelines to ensure exceptional decision making and service delivery.

Required Skills and Qualifications:

The ideal candidate possesses a background in dispute resolution, customer service, and a passion for delivering exceptional customer experiences.

They should be eager to work in a public service role for an organization that prioritizes innovation and continuous improvement.

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