Quality Assurance Manager

23 hours ago

Sydney, New South Wales, Australia Directit Full time

DirectIT is looking for an experienced Quality Assurance Manager to join our team.
This is a full-time position with a starting salary at $80-90k + Superannuation.As the Quality Assurance Manager, you will be responsible for ensuring the quality of our telemarketing operations by monitoring, evaluating and coordinating systems.
You will be responsible for identifying areas of improvement and making recommendations to management for process improvement.
You will work closely with DirectIT's operations team to ensure that agents are trained and equipped with the necessary tools to meet the high standards within our organisation.Responsibilities:Develop and implement quality assurance procedures, including system monitoring, scoring, and feedback to agentsIdentify areas of improvement and make recommendations to management for process improvementCollaborate with training and operations departments to ensure that agents are trained and equipped with the necessary tools to meet standardsConduct regular audits to ensure compliance with company policies and proceduresProvide coaching and feedback to staff members on areas where improvement is neededAnalyze data to identify trends and areas of opportunity for improvementParticipate in cross-functional teams to drive process improvement initiativesCreate reports and present findings to management on a regular basisEnsure that all quality assurance activities are conducted in compliance with applicable laws and regulationsQualifications:Bachelor's degree in business administration, communication, or related fieldAt least 2 years of experience in a Quality Assurance role, preferably in a telemarketing or call center environmentExcellent communication and interpersonal skillsStrong analytical skills and attention to detailProven ability to identify areas of improvement and drive process improvement initiativesKnowledge of quality assurance best practices and techniquesFamiliarity with call center technologies and systemsAbility to work independently and in a team environmentIf you meet the above qualifications and are interested in this exciting opportunity, please submit your resume and cover letter for consideration.

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