Call Centre Quality Assurance Lead

3 days ago

Lidcombe, Australia 'COS Full time

An exciting opportunity exists to join one of Australia’s high growth private businesses. COS is a family owned and run Aussie business made up of a community of like-minded people working towards a common goal. Our purpose is to keep Australian workers healthy, safe and productive. Why? So we can deliver on our pledge to donate one million dollars annually to everyday Australians through the Lyone Foundation.

**More about our benefits**
- Flexible hybrid workplace
- Competitive remuneration with excellent bonus scheme
- Generous Reward and Recognition programs
- Access to ongoing training and career development programs
- Access to free Mental Health programs
- Birthday and Anniversary day off
- Convenient location with onsite parking
- Modern onsite gym
- Employee discounts on full product range
- Opportunity to participate in community welfare and charity initiatives

**More about what you’ll do**

Reporting to the Customer Experience Manager, the role of the Quality Assurance Lead is to ensure the delivery of exceptional customer service through systematic evaluation and improvement of call centre interactions. This role involves developing and implementing quality assurance programs, analysing performance data, and providing feedback to enhance overall service quality.

Key responsibilities include:

- ** Performance Analysis** - Analyse KPIs related to customer interactions and provide insights into trends, strengths, and areas of improvement.
- ** Training and Development** - Collaborate with training facilitator to develop and update training materials and provide coaching and training sessions based on QA findings.
- ** Process Improvement** - Identify and recommend improvements to our operational processes.
- ** Reporting** - Generate regular reports on QA performance and trends.
- ** Customer support assistance**

**More about you**

To qualify for this role, you must meet the following requirements:

- Strong analytical and problem-solving skills.
- Experience working in a fast-moving customer centric call centre environment.
- Strong sense of safety and a good understanding of warehouse OHS requirements
- High level attention to detail
- Analytical Thinking
- Coaching & Mentoring
- High service orientation
- Ability to work in a team environment.
- Ability to prioritise, with excellent time management skills.

**More about COS**

When you join COS you’ll be working for a growing business servicing many of Australia’s most well recognised companies and government agencies. You’ll be part of a socially responsible organisation who provides equal employment opportunities to a talented and diverse team of passionate people.

You will be joining a talented team that live and breathe our 6 core values - Passionate, Results Driven, Innovative, Self-Reflective, Family and Service Excellence. At COS, we work together to find smarter ways to deliver on our Company Purpose: Keep Australian Workers Healthy, Safe and Productive. We are passionate about maintaining a business culture that focuses on professionalism with heart.

**How to Apply**

**COS can offer you not just a job but a career.**

**If you are interested, we'd love to hear from you

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