Quality Assurance Lead

Lead Quality Assurance initiatives | Contact Centre Operations
- Innovate within a culture of high collaboration and support
- Exceptional opportunity to implement QA across CoINVEST's operations

**Established in 1976, CoINVEST has earned a solid reputation for the responsible manner in which it has managed the Victorian Construction industry’s Portable Long Service Leave scheme. Our vision is to be the best independent operator of a portable entitlements scheme supporting the long-term health and vitality of construction workers and the construction industry.**

**We put members at the center of everything we do and operate a best practice model administering the portable Long Service Leave Scheme for the Construction Industry in Victoria.**

**The Role**:
As
**Quality Assurance (QA) Lead** you will be supporting our Membership Services Operations teams and be responsible for the implementing and delivering Quality uplift across our contact centre environments. By measuring, analyzing, and identifying improvement opportunities you will support CoINVEST in better servicing our valued Members.

**This opportunity is a Full-time, Permanent role working Hybrid from CoINVESTs East Melbourne Office and remotely.**

**If you are looking for an opportunity to build and shape a new function (QA) and have a key voice in the transformation of a significant industry organisation and regulator then this could be the role for you.**

This
**Quality Lead** role requires an individual who can:

- **Develop** and implement the Quality Assurance and Member Interaction framework.
- **Analyse, Interpret & Report** on current performance opportunities, identifying improvement opportunities relating to the delivery of a quality customer experience.
- Build and **lead** a small team of Quality Analysts to support ongoing insights and improvements.
- **Test** operations team members to measure member experience, performance, regulatory compliance, process adherence and identify/track development opportunities.
- **Oversee **and monitor the end-to-end QA & Member Interaction framework to ensure it aligns to CoINVEST’s values, organizational expectations, and regulatory requirements.
- **Support **people leaders and greater business to ensure QA insights lead to improvements in operational performance

**As a business that demonstrates a true commitment to its employees CoINVEST is committed to providing**:

- An attractive and competitive base salary.
- 11.5% Superannuation.
- 6 RDO’s per annum.
- Extended Carers Entitlements.
- 17.5% Annual Leave loading.
- Training and Career Development support.
- Established Health & Wellbeing Program.
- An Engaging culture that values diversity, inclusion, and collaboration.

**Who are you?**

**Simply click APPLY**, provide your resume and a compelling cover letter and we’ll be in touch. If you’d like to discuss further, then contact Simon at CoINVEST on 0474 291 221.
- CoINVEST is committed to providing and maintaining a working environment which is safe and without risk to the health of its employees and members._
- CoINVEST requires its employees to be fully vaccinated against coronavirus (COVID-19) where required under the public health orders in Victoria, or where this is required under CoINVEST’s health and safety policies, as issued and updated from time to time. _
- Currently all CoINVEST employees are required to be vaccinated against COVID-19 to work on-site. All employees are expected to be able to work on-site where required. Prior to commencement of employment with CoINVEST, you will therefore need to provide evidence that you are vaccinated against COVID-19 or have a valid medical exemption that enables you to safely perform the expected duties of your role. _