Quality Assurance Support Officer

Help drive service quality through data-led insights and QA reviews
- Collaborate across teams to support a great customer experience
- Play a key role in improving processes and reducing risk

**About us**:
Unitywater operates in one of Australia’s most exceptional environments in terms of natural beauty, geographical and demographic breadth. Proudly providing safe and reliable water to customers in Moreton Bay, Sunshine Coast and Noosa, we are a water utility serving one of the fastest growing regions in the country.

We think a pretty good job starts here.

**About the role**:
We’re excited to introduce a brand new role designed to champion exceptional customer service and ensure every interaction is consistent and high quality. As our Quality Assurance Specialist, you’ll play a vital role in assessing customer contacts using trusted frameworks, spotting trends, and providing insightful, actionable feedback that helps us continually raise the bar, all while making sure we meet privacy and legislative standards.

You’ll collaborate closely with our passionate customer service leaders and teams, along with other business areas, to keep our service standards shining bright and drive ongoing improvements. Your support will extend to audits, assurance activities, and key customer service projects, all while promoting a positive safety culture and embodying Unitywater’s core values.

If you love working in a welcoming, fun, and friendly environment, this is the perfect place for you You’ll have the flexibility to join us at either our Maroochydore or Mango Hill offices. Come be part of a team that truly values quality, growth, and a great customer experience

**About you**:
Our One Unitywater behaviours - **Create the Future, Care Together, and Own It** - define how we work together at Unitywater. To contribute to this, you will demonstrate the following skills and qualities for the role:

- Experienced in high-performing customer service environments, with a strong understanding of quality service delivery
- Detail-focused with a strong interest in data analysis and continuous improvement
- Able to work independently while remaining flexible to shifting priorities and business needs
- Confident in sharing and receiving constructive feedback to support team growth and service outcomes
- Strong written and verbal communication skills, with the ability to build collaborative relationships across teams
- Proficient in Microsoft Office, particularly Excel and Word; experience with platforms like Genesys Cloud is advantageous
- Capable of interpreting and analysing complex information from multiple systems to identify trends, risks and opportunities
- Committed to ongoing learning and professional development, with a focus on adding value

**Working at Unitywater**:
We recognise that people are the essence of the water sector, and each team member provides the leadership, vision and skills that drives and delivers actions for our customers and communities.

We are committed to fostering a workplace that is diverse and inclusive, where you feel connected, are safe to be yourself and supported to be the best version of yourself.

As a Unitywater team member you will enjoy a range of benefits:

- **Flexibility**:We value flexibility and support work-life balance with hybrid and flexible working, purchase annual leave and access to floating public holidays. Tell us what this looks like for you
- **Wellbeing**:We offer several initiatives to support your wellbeing, such as: discounted private health insurance, salary packaging, employee assistance program, and access to discounts and benefits from a range of retailers.
- **Learning and Development**:We understand the importance of learning and offer a range of opportunities to feed your curiosity such as: Walk on Country with Traditional Custodians, study assistance, and access to a dedicated learning program and professional memberships.
- **Extras**:We understand the importance of connection and support you to care together by offering access to employee network groups focused on First Nations Reconciliation, LGBTIQ+, CALD, Gender, Life stage diversity, and accessibility.

When you apply, we welcome you to tell us your pronouns and any reasonable adjustments you may need during the interview process.

**Additional information**:

- We are proud to be recognised as an employer of choice for women by **WORK180**.
- We are proud members of **Pride in Diversity** and **Australian Disability Network**.
- We are a **2025 Circle Back Initiative Employer** - we commit to respond to every applicant.

**How to apply**:

- If you’re successful we will need you to undergo a few checks. We know they might not be the fun part, but you will need to confirm your right to work in Australia and complete relevant pre-employment checks, including verification of criminal history, drivers licence and driving history, alcohol and other drug screening._

**Applications close: Tuesday 4th