Customer Experience Quality Specialist

12 hours ago

Cairns, Queensland, Australia beBeeContinuousImprovement Full time $60,000 - $80,000
Job Opportunity

You have a chance to contribute to the improvement of customer experience and quality decision making in a public service agency. We are looking for a Continuous Improvement Coordinator to join our Customer Resolution and Engagement team.

The successful candidate will have a background in dispute resolution and customer service, a passion for ensuring consistently great customer experience, and ongoing improvement. They will work closely with our leadership team to achieve consistency in business processes, policies, procedures, metrics, and other resources that ensure excellence and quality decision making.

This role involves:

  • Developing and refining QA approaches
  • Managing and reviewing data quality and case management decisions, integrating customer satisfaction and feedback into business improvement strategies
  • Conducting monthly data checking and case audits, providing feedback to leaders for coaching purposes
  • Developing strategies to improve quality of decision making and customer experience
  • Delivering coaching and guidance to leaders and team members to support their development through quality management
  • Facilitating data checking and exception reporting to ensure data integrity, analyzing results
  • Identifying trends and changes in market conditions to inform professional development and learning strategies
  • Assisting with stakeholder surveys, analysis, reporting, and communication of results
  • Reviewing and following up on customer feedback and surveys to identify areas for improvement
  • Coordinating good practice procedures, processes, and guidelines to support policy frameworks and excellence in decision making and service delivery

To succeed in this role, you will need excellent analytical and problem-solving skills, strong communication and interpersonal skills, and the ability to work effectively in a team environment.

We offer a supportive and collaborative work environment, opportunities for professional growth and development, and a competitive compensation package.

Please apply online and attach your resume and cover letter.

Applicants are requested to submit their applications as soon as possible.

Benefits of Working with Us

We value diversity and inclusion in the workplace and encourage applications from qualified candidates from diverse backgrounds.

As a member of our team, you will have access to a range of benefits, including flexible working arrangements, training and development opportunities, and a comprehensive employee assistance program.

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