Quality Assurance Officer

**Quality Assurance Officer**
**Full Time**
- **_Evaluate calls and provide feedback to ensure the highest level of call quality_**:

- **_Insurance industry leader, career progression opportunities and full training provided_**:

- **_Hybrid in office & WFH week, no weekends and early shift starts_**

Our QA Officers are responsible for completing evaluations using predetermined criteria's for Sales, Customer Care, Support & Claims through our in-house system. Partnering with other departments, our QA officers provide feedback to ensure a high level of quality, compliance and customer experience is achieved. This role requires high attention to detail, and excellent time management skills to ensure we can achieve our main objective of providing quality feedback to the call centre in a timely manner.

**Essential Criteria**:

- High attention to detail & analytical thinking skills
- Well-developed time management, organisational skills and problem solving skills
- Well-developed written and oral communication skills
- Solid working knowledge of Microsoft office suite in particular Excel
- Ability to work autonomously as well as part of a team
- Encourage and develop a culture of high performance, professionalism and continuous improvement
- Results driven and self-motivated individual with a strong desire to succeed
- Highly adaptable to change
- Resilient and open to giving and receiving feedback
- Knowledge and experience in a call centre position

**Desirable**:

- Experience in a role where compliance and Quality assurance is a key focus

**Our Promise to Our People**

We are passionate about our core values of Customer First, We Care, One Team, and Results Driven, which define how we approach our work. We recognise that our colleagues are the key to our success. That's why you can expect to be rewarded for the hard work you put in through job satisfaction, career development and the fantastic range of benefits we offer:
**What's in it for you?**
- Funded Induction product training and on-going coaching and support
- Career progression opportunities to Senior or Specialist QA positins
- A subsidised on-site company cafe (weekly free lunch)
- Hybrid working week flexibility in office and working from home
- Company funded paid parental leave benefit (18 weeks)
- Health & well-being initiatives and programs including free access to on site gym facility
- Opportunity to take part in in-house leadership & emotional intelligence workshops
- Quarterly award functions and a grand annual conference to recognise our people
- Retail discounts e.g. movie tickets, Taronga Zoo entry, live shows + more
- Morsl market (a fully automated self-serve, food and drink marketplace with a wide variety of meals, snacks and drinks)

**Who is Greenstone?**

Greenstone distributes insurance products under trusted brands such as Real Insurance, RSPCA Pet Insurance, Guardian, Medibank, Woolworths, Guide Dogs Pet Insurance, Kogan Life Insurance, Australian Seniors Insurance Agency and Choosi.

We are the leading distributor of direct Insurance products in the Australian insurance market. Since launching into the Financial Services sector in 2007, Greenstone has experienced a commanding volume of growth being recognised for our credible brands, customer focused values and people-driven work culture.

We are passionate about our core values, which contribute towards the positive culture that supports our employees, our customers and our community.

Great central location in Norwest Business Park, Bella Vista 2153 - only a short walk from Norwest Metro station (also direct bus access from Parramatta and Blacktown).