Quality Assurance Specialist

4 days ago

Brisbane, Australia TROOCOO Pty Ltd Full time

Immediate start
- Brisbane CBD location
- Close to public transport

Troocoo are proud to be partnering with a professional services client who require additional support due to their growth and volume. We are currently recruiting multiple Quality Assurance Specialist positions on a permanent full time basis and 12 month fixed term basis, located in the Brisbane CBD to start as soon as possible.

Benefits of working with our client:

- Work for a growing company that cares about its customer base and internal staff.
- Dedicated training program.
- Attractive salary and benefits.
- Fun and supportive team culture.

This role is responsible for undertaking quality monitoring program activities, including reviewing and rating calls, developing and communicating coaching initiatives for the Contact Centre across multiple channels to ensure continuous growth and development of skills and achievement of quality service delivery KPIs and an excellent customer experience whilst ensuring strict adherence to compliance requirements.

On a day to day basis you will be responsible for:

- Providing assistance to the Team Leader to coach, develop and mentor the broader contact centre team.
- Promoting change initiatives within the contact centre environment, to foster and contribute to a Member-Centric culture of growth, continuous improvement and development.
- Drive the ongoing review, implementation, and continuous improvement of the Quality Monitoring Framework.
- Conduct and coordinate coaching and development activities (e.g. one on one, buddying sessions, training and development) for the Contact Centre team members to ensure they receive regular performance feedback and support to assist with their ongoing development.

To be successful in this role, you will be an experienced individual, with an eye for detail and developed communication skills with the ability to learn quickly.

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