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Quality Assurance Executive - Client Services team

Job title: Quality Assurance Executive - Client Services team
Location: Sydney
Industry: Contact Centre Customer Experience
Salary: $64k+super
Reference: 718445
Contact name: Susan Chand
Contact email: susan@tenacitycx.com.au

Job description

Tenacity CX are Australia's leader in Recruitment and Consulting Solutions to the Customer Experience and Contact Centre industry. 

As such, we are searching for a talented and professional Quality Assurance Analyst, to work in an Innovative, High Energy and Growing Industry sector.

The ideal candidate will be experienced in Contact Centre Quality Assurance, have a passion for best practice and understand what quality metrics drive best sales and service Customer Experiences. 
  
The role:
  • Monitor inbound and outbound calls, live chat, SMS and email communication
  • Assess sales effectiveness, customer service, compliance and agent performance 
  • Develop, create and implement quality processes and procedures 
  • Contribute by making recommendations to enhance training material and overall employee and customer experience   
Key Responsibilities:
  • Design call monitoring and quality standards 
  • Perform call monitoring and provide data and trends to leadership team
  • Track performance of teams and individuals
  • Monitor live chat and SMS based services 
  • Provide reporting and insights to internal groups 
  • Coordinate and facilitate call calibrations for call centre sales and service consultants   
What we look for:
  • 2-3 years contact centre experience 
  • Experience in Quality Assurance
  • Excellent verbal, written and communication skills 
  • Outstanding customer service skills
  • Ability to work in a high energy environment 
  • Focus on quality, analytics and reporting Skills
  • Proficient in Microsoft Word and Excel 
This is a fantastic opportunity for candidates who are looking to further their skills and experience in contact centres. Apply below.

Please note: This role requires full working rights and all successful applicants will be required to complete a background check.

To apply, please click on the application button and attach your resume as a word document. Apply for this job