Quality Assurance Officer - Scoresby, VIC

Job Description

Do you have a passion for the delivery of world-class customer experience? Do you enjoy providing feedback to team members that will enhance the overall customer experience? Would you like to join an established team who actually enjoy working together? Look no further, this is the job for you! Our Quality Assurance Specialists are responsible for assessing Customer Care Consultants interactions with customers via the phone and/or email, by using the Customer Care Quality framework. The Quality Assurance (QA) role supports the Customer Care Teams key objectives in maximising sales and service opportunities and improving the overall customer experience. The core purpose of the QA function is to increase the level of quality and consistency of customer interactions by assessing interactions and providing objective feedback, coaching and identifying gaps in training and/or process improvement. Location: Canning Vale, Carole Park, Greystanes, Mackay, Regency Park, Scoresby. (Other locations may be considered) Core Responsibilities & Accountability Quality Assurance Conduct qualitative monitoring of customer interactions accurately and objectively using the QA framework. Cross-check information provided or processed, ensuring it is accurate and in line with business processes and procedures. Use QA data to support individual CCC’s action planning to develop and improve customer relations and achieve KPI’s in collaboration with Team Leaders. Report trends relating to individuals, teams, and/or regions to highlight gaps and coaching opportunities to improve sales and service outcomes. Review and support the development of quality reports for leaders and the business. Make recommendations to improve processes and procedures to assist the Customer Care Team in achieving business objectives and best practices. Communicate in a timely manner with Team Leaders by providing objective feedback and suggestions on coaching and development. Prioritise work and manage time effectively to meet targets for reviewing calls. Safety Participate in the safety agenda by ensuring self and team understand, adhere to, and meet their HSE Responsibilities. Ensure 100% compliance to HSW rules and report potential breaches immediately for corrective action. Participate in HSW training compliance requirements and ensure completion of online learning of HSW training modules and participation in toolbox talks. KEY SELECTION CRITERIA Experience Previous experience within Customer Service Leadership, Industrial Supply, or trade understanding would be an advantage. Required know-how to do the role: Telephony and Windows PC Knowledge. Call Centre and/or Customer Service Experience. Strong understanding of how to create Process and Procedures. Excellent written and verbal communication skills. Strong interpersonal skills. Effective listening skills. Ability to deliver feedback. Identification and process improvement skills. #J-18808-Ljbffr