Quality Assurance Analyst

2 months ago

Melbourne, Australia Probe Operations Pty Ltd Full time

At Probe CX, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

About the Role

Ready to take your career to the next level? We're looking for a motivated Quality Assurance Analyst to join our team and ensure exceptional customer experiences for a leading gas provider. Whether you're already a QA professional or a senior agent/team leader ready for the next step, this role offers a unique opportunity to make a real impact. You'll collaborate with our team and the client to analyze customer interactions (calls, emails, etc.), identify areas for improvement, and champion compliance. This is a hands-on role where you'll be involved in everything from reviewing emails to providing feedback to agents and even taking some calls yourself. If you're passionate about quality and ready to embrace a dynamic environment, we encourage you to apply

Key Details:

  • Monday to Friday | Business Hours

  • Location | La Trobe st, Melbourne

  • You will be required to complete a National Police Clearance

  • Successful applicants will be required to complete a National Police Check

  • Commencing ASAP

  • Australian Based Role

Key Responsibilities:

  • Review and assess customer contacts and back office transactions on a daily basis and provide prompt feedback to team members and the management team ensuring we meet our SLAs

  • Listen to and/or review and score calls and back office transactions according to the Quality Framework

  • Administration & reporting of team quality results and provide regular feedback to the management team and client

  • Prepare and facilitate calibration sessions both internally and with our client

  • Both strictly adhere to and ensure the team adhere to regulatory and compliance policy and procedure and to any additional procedures as specified

  • Liaise closely and promptly with the Operational team in relation to email assessment results and feedback

  • Ensure Business Management System and Security policies and procedures are adhered to

  • Ensure no compliance breaches and identify any risk or possible risk in relation to assessments made

About You

We're searching for an individual with exceptional attention to detail and excellent communication skills, who can proactively identify areas for improvement. Your demonstrated understanding of QA guidelines adds an extra layer of consistency to your expertise.

If you're up for a challenge and have a passion for precision, come join the team as a Quality Assurance Agent Your attention to detail could make all the difference in delivering a seamless and satisfying customer experience.

Culture & Benefits:

  • Fantastic working environment that celebrates diversity, ensuring you feel valued, supported and empowered daily.

  • Unlimited access to a trusted mental health and well-being platform, giving you peace of mind and helping you thrive.

  • Opportunities for career progression with a company that invests in your professional growth and development.

Our Promise to You

Probe CX firmly believes that the strength of our company lies with the diversity and talent of our people. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, making room for opportunities for each individual to thrive.

At Probe CX equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating you and your 100%

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