Quality Assurance Specialist

7 days ago

Toowong, Australia Auto & General Insurance Full time

The Quality Assurance Specialist role is responsible for providing a consistent and unbiased call review function to ensure the CTM health insurance call centre sales staff are complying with relevant legal requirements and company policies to predefined and agreed standards.
This role contributes to the overall performance of the call centre, through formal coaching and feedback provided to call centre consultants, and the development of effective working relationships with the call centre leadership team as well as other departments across CTM.

1. Job Specific
? Use call recording and listening technology to identify and locate calls to be reviewed
? Review calls accurately in accordance with QA methodology
? Complete feedback forms for reviewed calls, where required
? Provide ongoing coaching and feedback to consultants in formal coaching and feedback sessions
? Drive the improved QA performance of specific call centre teams by taking ownership of the specified team and investing in that team’s performance improvement
? Ad hoc call reviews as required
? Identify areas for improvement in current call centre processes including scripting and systems and communicate same to appropriate stakeholders
? Provide input on QA aspects of call centre training program 2. Other ? Perform other reasonable and relevant activities in line with their role as requested from time to time to meet operational requirements.

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