Quality Performance Specialist

2 weeks ago

Melbourne, Australia MYOB Full time

We’re MYOB, a business management platform designed to unleash the potential of businesses across Australia and New Zealand As the #originalstartup, our roots are in finance and accounting software, but today we are so much more. We help our Aussie and Kiwi customers unleash their full potential, giving them the tools to Start, Survive and Succeed: all in the one place.

We’re always on the hunt for those who bring a different perspective, diversity of thought and the drive to make our culture even better. Take your career to a new dimension at MYOB.

**About the role**

As a Quality Performance Specialist, you'll help us make our Customer Interactions amazing. What's your goal? Set the framework and processes for Quality Performance, ensure the effectiveness of our call quality technology and improve performance outcomes using your data analysis, coaching, influence and collaboration skills.

Own the continuous improvement of the Quality Performance processes to deliver the right customer experience outcomes. Collaborating with support Leaders to ensure they are fit for purpose.

Lead operational relationships with vendors, making sure SLA's, issue resolution and support expectations are met and staying on top of industry QA trends and external insights to feed into continuous improvement.

**What you will bring**:

- 2-3 years proven experience in Call/Contact Quality Assurance experience
- Strong analytical prowess coupled with experience in reporting and data analysis
- Strong problem-solving abilities coupled with critical-thinking skills are critical, alongside an adaptable communication approach
- A standout collaborator, able to engage effectively across all levels, and possessing the flexibility to thrive within a fast-paced, collaborative team environment is highly desirable
- Ability to provide effective feedback to all levels of leadership
- Experience working with external partners

**Our Culture & Benefits**

Our values have stood the test of time. If you want to work and collaborate where opinions are valued, and your ideas can make a difference, come to a place where Your Work Matters.

\uD83C\uDFA5 See what it's like to work at MYOB and what we're all about.

\uD83C\uDFAF Do your best work in a flexible work environment, right down to financial assistance to set up your home office it’s called Flexperience, and it’s designed by you and your team

\uD83C\uDFAF Our partnership with Smiling Mind helps support the wellbeing of our team members and customers

\uD83C\uDFAF Drive your own learning via conferences, in-house training, LinkedIn Learning, study assistance and a strong focus on leaders creating a learning environment

\uD83C\uDFAF A multitude of leave options including up to an additional four weeks of purchased leave, generous parental leave, domestic violence leave, transgender leave, volunteer leave, study leave, plus more

\uD83C\uDFAF Communities built around ‘Wellness’, ‘Belonging’ and the ‘Planet’ where you can make a meaningful contribution

\uD83C\uDFAF Access to best-in-class discounts and vouchers from leading retailers, and a lot more.

We are proud to be a Circle Back Initiative Employer and we commit to responding to every applicant.

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