Quality Assurance Manager

7 days ago

Adelaide Region SA, Australia News Corp Australia Full time

An exciting opportunity is available for an experienced Quality Assurance Manager to join our team in a brand new role. The person we are looking for is familiar with a contact centre or similar environment and has experience in measuring and building employee capability and knowledge. The role is based in Adelaide with some work from home flexibility available.

**What’s the role?**

This role is responsible for managing a team of 3 people within the News Corp Australia subscriber contact centre. This team is responsible for training, knowledge management, communication, and quality assurance for a 120-seat contact centre.

**Responsibilities include**:

- Design and maintain a quality assurance program that drives the right behaviours
- Engage managers, team leaders and frontline staff with the quality assurance program
- Optimise the use of our platforms, including Genesys, to monitor quality in the form of evaluations as well as other capability such as sentiment analysis.
- Use a variety of inputs including net promoter score, process compliance rates, complaints, and evaluations to measure quality levels.
- Identify trends in quality issues and take action to improve the quality of interactions
- Accountability for training program
- Accountability for knowledge management system, ensuring all staff have the knowledge they need easily available to them.

**Who are you?**
- Experience in behaviour / competency based quality assurance in a contact centre environment.
- Experience with an omni-channel environment.
- Ability to manage your own and your team’s time to get the best outcome
- Someone who can deliver customer centric solutions while meeting business objectives
- Demonstrated analytical, planning and decision making skills
- Resilient, adaptable and can think on your feet
- Not afraid to challenge the status quo and follow through on process improvements
- Able to build collaborative relationships with internal customers

**What’s in it for you?**
- Opportunity to innovate, challenge the norm and pioneer the way forward
- Variety of work where no two days are the same
- Work with some of Australia's most recognised and prestigious brands
- Make a difference as part of Australia’s most influential media organisation
- Flexible working environment
- Modern CBD offices with on-site, subsidised canteen and gym

**Who are we?**
We are Australia’s number one and most influential media organisation with more than 150 prestige brands across news, sport and lifestyle. Each month more than 17 million Australians choose to consume news and entertainment from our digital and print products - more than any other media group in Australia.

**Where do I sign?

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