Quality Assurance Specialist
1 week ago
About the Role:
A fantastic opportunity exists within our Quality Assurance Team on a 12 Month Fixed Term Contract. Your core objective as a Quality Assurance Specialist is to deliver quality assurance assessments to our customer interacting staff in order to improve the overall customer experience and enhance the performance through effective review of standards, compliance and business process adherence.
You’ll be accountable for managing positive stakeholder engagement across the quality assurance framework as well as providing feedback, delivering product and process expertise to staff across their immediate product line.
About you and Your Experience:
- Provide call monitoring and on the job coaching to complement the formal training on how to promptly, competently and professionally handle customer contacts to promote excellence in customer delivery experience and encourage self-reliance.
- Provide "real time" support to contact centre teams through supporting stakeholders involved in the quality framework.
- Uses quality monitoring data to compile and track performance identifying training and coaching opportunities.
- Deliver regular and timely reporting of results and trend information to key stakeholders and management.
- Ensure consistent approach to the delivery of the quality assurance framework through stakeholder management, delivery of on-going calibration sessions and championing engagement of quality assurance.
What's in it for you?
Firstly, you'll work in an incredibly fun and rewarding business that genuinely values its people and customers. We’ll support you with ongoing training, give you the opportunity to grow with our business and pursue a rewarding career with us. You’ll be primarily based at either our Cambridge or Melbourne office, we are also open to offering you the option to occasionally work from home, chat to us about what this could look like for you
We are super proud of where we work, our workplace and work culture, we love working here We are forward thinkers and a great bunch of humans. We pride ourselves on balancing work-life and have a range of health and well-being benefits, such as; wellness programs and a wellness allowance, discounted gym access and health insurance, volunteer leave, purchased leave and other leave options.
**Job Type**: Contract
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