Service Delivery Analyst

2 days ago

Brisbane, Australia Communities, Housing and Digital Economy Full time

**As a Service Delivery Analyst, you will**:

- Develop and maintain quality assurance standards for the QSS Customer Support Team to ensure support team staff provide an efficient and responsive service to customers
- Conduct monitoring and assessments of service request outcomes completed by support team staff to verify that quality assurance standards and audit requirements are met
- Monitor and assess team and individual performance levels by using quality monitoring systems to develop performance reports and provide coaching assessments
- Lead day to day quality monitoring activities for Performance and Assurance team
- Analyse data on inbound customer requests received by multiple channels to identify trends in service requests, peak periods and recommended required team capacity
- Analyse unit reporting to assess team capability and trends and to identify instances of under/over servicing of customers
- Work collaboratively with stakeholders to deliver customised training programs to promote staff development in customer service and technical support
- Review, create and/or modify knowledge based articles to equip staff to provide a responsive customer service.

Applications to remain current for 12 months.This work is licensed under a Creative Commons Attribution 3.0 Australia License.

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