Quality Assurance Officer

4 days ago

Brisbane, Australia Entain Full time

**About the role**

The Client Services department at Entain Australia is fast-paced and ever-changing. Keeping staff up to date with these changes and trained in industry specifics is key for providing excellent customer service and retention.

The Client Services QA Officer works closely with the Quality Assurance & Complaints Team Leader to ensure that the correct level of quality assurance and interaction auditing is occurring across all contact centre teams. QA Officer is also accountable for ensuring that all accepts of Entain complaints management framework & administrative tasks/requirements are being adhered to.

**Key Responsibilities**
- Ensuring that all required interaction reviews are completed, and feedback is provided.
- Ensuring the completion of all administrative tasks and requirements.
- Ensuring that all customer complaints are completed within the required SLA period.
- Assist in continuous improvement of relevant processes & procedures that will improve customer experience outcomes
- Liaise with key stakeholders to share any risks that require support from RG, AML, Legal, Fraud & Client Services
- Accurately record customer interactions and transactions
- Assisting the Head of Contact Centres & Client Services Team Managers with administrational tasks including Complaint handling, interaction reviews and administrative tasks
- Coaching and development of Client Service Operators & QA Officers through various coaching methods
- Manage customer accounts & databases
- Accurately record customer interactions and transactions
- Assist in the identification of fraudulent user accounts, financial patterns, and trends
- Preserve Entain’s high standard of Responsible Gambling practices

**Skills, Experience & Capabilities**
- Sound knowledge of the wagering industry, Entain systems, and internal processes/procedures
- A proven track record in providing exceptional customer service to internal and external stakeholders
- Personable and approachable, with the ability to quickly build rapport with new employees
- Experience monitoring performance and providing feedback
- Motivated and willing to learn - must show initiative in completing tasks and prioritising workload
- Strong attention to detail with the ability to be analytical
- Ability to meet deadlines, work under pressure and deal with sensitive information
- Good interpersonal skills and an ability to communicate at all levels, both verbally and written, are essential

**Key Working Relationships**
- Training team
- Product team(s)
- Client Services Management
- Team leaders and Supervisors
- Other Client Services teams e.g. Compliance, ACM, VOC, etc
- HR and Legal team(s)

  • Quality Assurance Officer

    1 week ago

    Brisbane, Australia Rheinmetall Defence Australia Pty Ltd Full time

    **Quality Assurance Officer** **Rheinmetall Defence Australia Pty Ltd in Brisbane** - Rheinmetall / - **Quality Assurance Officer** - Ref.Nr.: - **AU02373** -: - Contract Type: - **Permanent Full-Time** WHAT WE ARE LOOKING FOR **About the Team** Reporting to the Quality Manager Operations, this role will work alongside a team of Quality Assurance...

  • Quality Assurance Officer

    3 weeks ago

    Brisbane, Queensland, Australia Queensland Police Service Full time

    Join to apply for the Quality Assurance Officer role at Queensland Police Service Are you passionate about improving service delivery and driving high standards? As a Quality Assurance Officer at Policelink, you'll play a key role in enhancing client experience and operational effectiveness. This dynamic position focuses on monitoring and assessing client...

  • Quality Assurance Officer

    3 weeks ago

    Brisbane, Queensland, Australia Queensland Police Service Full time

    Join to apply for the Quality Assurance Officer role at Queensland Police ServiceAre you passionate about improving service delivery and driving high standards? As a Quality Assurance Officer at Policelink, you'll play a key role in enhancing client experience and operational effectiveness. This dynamic position focuses on monitoring and assessing client...

  • Quality Assurance Officer

    3 weeks ago

    Brisbane, Queensland, Australia Buscojobs Full time

    We are seeking a hard-working individual to join our team as a full-time Quality Assurance Officer.We require dedication to ensuring quality products and procedures are followed in line with our customers' requirements.You will be overseeing the production manufacturing process, quality control procedures and safety standards for the manufacture of food...

  • Quality Assurance Officer

    4 weeks ago

    Brisbane, Queensland, Australia Buscojobs Full time

    We are seeking a hard-working individual to join our team as a full-time Quality Assurance Officer. We require dedication to ensuring quality products and procedures are followed in line with our customers' requirements. You will be overseeing the production manufacturing process, quality control procedures and safety standards for the manufacture of food...

  • Quality Assurance Officer

    2 days ago

    Brisbane, Australia Programmed Full time

    Quality Assurance Officer Quality Assurance Officer PERSOLKELLY have a great opportunity for the right person to to join a QA team as a Quality Assurance Officer (QA Officer). Reporting to the QA Manager, the QA Officer with be responsible for the day to day quality requirements of the production area ensuring all procedures are followed and that products...

  • Quality Assurance Officer

    3 weeks ago

    Brisbane, Queensland, Australia Queensland Police Service Full time

    Are you passionate about improving service delivery and driving high standards? As a Quality Assurance Officer at Policelink, you'll play a key role in enhancing client experience and operational effectiveness. This dynamic position focuses on monitoring and assessing client interactions, delivering procedural advice, and identifying opportunities for...

  • Training and Quality Assurance Officer

    1 week ago

    Brisbane, Australia Queensland University of Technology Full time

    $85,857 to $92,964 - Ongoing, full-time - Gardens Point (hybrid option available) **Who are we looking for?** We are seeking a Training and Quality Assurance Officer to join, Administrative Division. The Training and Quality Assurance Officer is responsible for designing, delivering and implementing quality assurance, coaching, knowledge management and...

  • Quality Assurance Officer

    2 weeks ago

    Brisbane, Queensland, Australia Dienamics Full time

    With over 30 years experience in Industrial Design, Toolmaking and Manufacturing we're proud to say that the contributions we make are built on solid foundations.The Quality Assurance Officer is responsible for ensuring that the company's products are of the highest quality. This includes testing the quality of the product and making sure that the product...

  • Quality Assurance Officer

    2 days ago

    Brisbane, Australia Queensland Government Full time

    **Your key accountabilities The core capability requirements for this role are: - Deliver high-quality services to stakeholders by providing procedural advice to ensure effective quality assurance practices and compliance with policies and procedures. - Participate in the identification, analysis, and mitigation of risks within operational processes, and...