Quality Assurance Officer

**Work options**: Hybrid

The role of the Quality Assurance Officer is to improve the overall customer experience by reviewing customer interactions across all channels of communication, ensuring Telstra Health’s standards of service are continually improved. Grading each interaction and providing team members and leaders with feedback to influence training and coaching sessions, as well as identifying broader opportunities to educate and up-skill our Customer Support teams.

In this role, you will collaborate with the Customer Care leadership team to ensure alignment is achieved regarding expectations of agent performance and grading. You will also review high level performance data to identify development opportunities, communicating insights to leaders and trainers.

**Responsible for**:
**In this role, you will**:

- Review an agreed quantity of customer interactions per agent, per calendar month.
- Contribute to regular calibration sessions with the support leadership team and trainer.
- Identify training opportunities for individuals and teams.
- Update the QA Framework and other training materials to include any changes to legislation or Telstra Health processes
- Provide QA results to individuals, including justification and examples of how they can improve
- Sharing examples of exceptional customer experience with the Customer Support Team to reinforce what ‘gold standard’ looks/sounds like.
- Reviewing CSAT responses to identify trends and close the loop for customers providing negative feedback, as well as assessing the links between feedback quality and QA results to ensure customer expectations of quality matches our own.
- Provide weekly updates to Training & Quality Team Leader on the progress of new recruits, top performers and concerns
- Share knowledge articles and other learning tools with individuals and the broader group when knowledge gaps are identified.
- Maintain connection to the support role by completing a minimum threshold of interactions within each channel per month.
- Collaborate with leaders to facilitate on-the-job coaching (e.g. how to handle difficult customer cases)
- Assess the impact of each educational course on staff performance and client satisfaction.
- Deliver training sessions where required

**Key Behaviours & Skills**:
**You should have**:

- A deep care about customer support and the role it plays in making a customer-centric team successful
- A positive and proactive attitude
- Demonstrated understanding of operational processes
- Proficient in Microsoft Office suite of tools including Excel, Word, Outlook, PowerPoint
- Excellent verbal, written and interpersonal communication skills
- Outstanding customer service skills and dedication to providing exceptional customer care
- Must be self-motivated
- Focus on quality and customer service
- Exceptional listening and analytical skills
- Ability to multitask and successfully operate in a fast paced, team environment
- Must adapt well to change and successfully set and adjust priorities as needed
- A thorough understanding of any/all of the following: Salesforce Reports/Analytics, PowerBI, Visual basics, and Atlassian software will be an advantage

**Benefits**

As a leading health software company we take pride in building an inclusive and supportive working environment with opportunities for growth and development to help each employee reach their potential. Together, we can positively impact our customers to enable ideal healthcare
- Flexible working environment
- Hybrid work
- Attractive referral bonus programmes
- Career progression and learning and development opportunities
- Generous parental and annual leave schemes
- Telstra Rewards program
- assess a number of employee discounts and benefits including discounts on shopping, gym memberships, movie tickets and health insurance
- Free Telstra mobile phone and plan for eligible employees

**We are a Circle Back Initiative Employer - we commit to respond to every applicant.