Call Quality Analyst

2 weeks ago

Brisbane, Australia Transport and Main Roads Full time

**Accountabilities include**:

- Build and maintain strong relationships with internal and external stakeholders to support timely and efficient evaluation completion.
- Contribute to a team based culture, by ensuring that call quality performance is consistently assessed and maintained for the Brisbane and Emerald contact centre.
- Based on call monitoring outcomes, provide feedback to the Call Quality Team Leader to identify skills, trends and training or knowledge deficiencies.
- Identify policy/legislative advice which impact the efficient delivery of advice and proactively raise with Call Quality Team Leader to raise business process improvements for TIPPS and other associated processes.
- Assist with other duties as requested by the Senior Advisor (Quality Management)
- Adherence to KPI
- Facilitate call quality discussions during team meetings, workshops and recruitment inductions.
- Contribute to SSQ (Smart Services Queensland) service delivery agreement through regular review of delivery of TMR products and services.

The position will support call monitoring undertaken by Team Leaders and will be responsible for establishing and maintaining consistency of call monitoring standards across the Customer Contact Centre to ensure consistency is maintained with prescribed standards. The occupant interacts on a day-to-day level with senior managers, team leaders, and consultants in the Customer Contact Centre.
This role reports to the Senior Advisor (Quality Management)
Applications to remain current for 12 monthsThis work is licensed under a Creative Commons Attribution 3.0 Australia License.

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