Quality Assurance Advisor Sme

Be a part of the team driving ongoing improvements in call quality and customer service.
- Challenge yourself to implement and support the delivery of both new initiatives and business improvements.
- Full time permanent opportunity based at our Mascot Campus.

Today, we’re busy planning for tomorrow. We look to the future to guide the way we innovate, helping us stay relevant and responsive in an unpredictable industry. Taking ownership is critical. Whether we’re working individually or as a group, we challenge ourselves to make progress and deliver results.

The Quality Assurance Advisor, SME is responsible for driving ongoing improvements in call quality and customer service across the SME sales team. The Advisor monitors and evaluates SME sales calls to design and provide feedback and coaching to team members. This role is ultimately responsible for ensuring compliance, call quality and data integrity is maintained in line with agreed business standards for the entire team. The QA Advisor is responsible for driving improvements across all roles in the SME team -Account Managers, Business Development Representatives, Senior Account Managers and Qantas Business Rewards Consultants.

This role is responsible for designing and delivering feedback and coaching to these different roles based on the varying requirements and levels; working hard to ensure coaching and training is role specific. The QA Advisor leads calibration sessions with sales teams and stakeholders. This role is responsible for collating and presenting insights and opportunities to the SME sales team leaders, through to the Head Of.

The QA Advisor plays a key role in implementing and supporting the delivery of both new initiatives and driving business improvements within the Quality Assurance space.

In the role, you will be required to:

- Monitor calls of sales team’s customer interactions to observe areas of improvement and diversion from key processes/procedures.
- Develop and support framework for providing coaching, training and feedback to SME Sales team members aligned to call competencies and in alignment with broader management activity.
- Maintain strong working relationships with the Sales teams and leaders to influence to achieve positive outcomes.
- Present key themes and insights to senior leaders and utilise these forums to advocate for process and training improvements.
- Design, maintain and deliver reporting that captures key Quality Assurance measures and insights.
- Provide recommendations to the stakeholders regarding opportunities to improve customer experience and areas for operational efficiencies.

You’ll have
- Strong interpersonal and communication skills with a focus on collaboration and co-operation.
- Comprehensive knowledge of Quality systems in a call centre environment.
- Experience with CRM, Salesforce experience highly regarded.
- High level attention to detail.
- Good working knowledge of Microsoft office and sales processes.
- Ability to see outside the box to balance this against individual team members KPIs.
- Demonstrated ability to write policy and process.
- Ability to manage multiple priorities in a busy environment.
- Excellent organisational and administrative skills.
- Experience providing feedback training and/or coaching to individuals.
- Demonstrated ability to work effectively within a team in a support role.
- Experience in dealing with a wide range of stakeholders.
- Highly motivated and committed team player.
- Results oriented background.

Why Qantas?

You’ll join a team where creativity and passion are encouraged. Our people come together to allow us to dream big and deliver successfully.

There are many different opportunities across our team, which means you’ll be able to grow both personally and professionally at Qantas. Your development is a priority for us - so that you can maintain the high standards our customers have come to expect and can continue to develop over time. You’ll be supported from day 1 with on the job training and coaching as well as our formal training opportunities. While you may start in this role, we’ve got a great track record of supporting our people to take their career in so many different directions, the destinations are endless.

The Qantas employee benefits program offers amazing benefits that extend well beyond travel.
- We love to travel: Enjoy heavily discounted air travel within Australia and across the globe, both for you and your family and friends, as well as exclusive deals on accommodation and holidays.
- We have flexible leave options: Make use of leave and flexible working opportunities including 14 weeks paid parental leave and the option to purchase additional paid leave for eligible employees.
- We’ll give you access to thousands of rewards: Through our partnerships we can offer you discounts across shopping, food and wine, insurance, health and wellbeing, leisure and entertainment. You can also take advantage of our sa