Job description
The Role:- Join an organisation well established who genuinely care about their customers
- Champion customer experience excellence across all channels
- Excellent benefits and employee programs on offer
The Quality Assurance Analyst will be responsible for identifying opportunities to improve current processes which provide a better customer and employee experience. This is a unique opportunity and a perfect fit for someone who works with a 'customer first' mentality.
Key Responsibilities:
- Review and assess member interactions, and provide feedback to enhance the customer experience
- Monitor and track member interactions across voice, email, chat and other contact centre channels
- Undertake deep-dive analysis into potential service gaps and prepare reports to clearly illustrate findings
- Review internal processes and provide recommendation, alteration and implementing where required
- Facilitate calibration sessions with leaders members of the contact centre leadership team
- Establish and maintain strong working relationships within members services and stakeholders across the wider business
- Proven experience in a similar role, ideally contact centre quality assurance and support
- Understanding of a quality assurance management framework
- Commitment to providing outstanding customer and employee experiences
- Previous coaching and calibration experience
- Demonstrated relationship building skills
- Process improvement skills and QA software experience would be highly desirable
- Friendly working environment
- Continuous development and training
- Attractive remuneration
- Discounted health insurance & free travel insurance
- Tertiary education sponsorship & support
- Employee assistance program
Expired job