Job description
We are looking for a talented and professional Quality Assurance Manager for a sales and service contact centre environment. Conveniently located in their Sydney CBD offices.Reporting to the Director of Contact Centres and working in the senior leadership team, the role of Quality Assurance Manager aims to monitor and assess client interactions via phone and digital channels, to ensure high quality and compliant client experiences.
The QA Manager recommends change and improvements to provide an optimised and seamless client experience.
Key Responsibilities:
- Oversee the creation, development and continuously enhanced quality assurance programme
- Review and assess the overall client experience, including voice, chat, email and other customer channels to measure professionalism, product knowledge, adherence to procedures, and compliance
- Work with managers and team leaders to provide feedback and coaching to team members
- Identify process and procedure gaps and implement process improvements
- Support the embedding of the Quality Assurance Program
- Facilitate call calibrations, feedback and continuous improvements
- Provide regular reporting on individual and contact centres quality performance
- Ability to liaise with the business and stakeholders in a professional manner
The ideal candidate has the following:
- Proven experience in a Quality Assurance Role, ideally in a Contact Centre environment
- Motivated team player who is absolutely customer focused and enjoys helping people
- Excellent communication skills, both written and verbal
- Strong working knowledge of the Microsoft suite of products
- Ability to solve problems and find solutions
- Strong stakeholder engagement skills
- Demonstrated experience monitoring, analysing and implementing process improvements from a Quality Assurance and Performance perspective
- A Data Driven individual would be perfect
Company benefits:
- Friendly working environment
- Continuous development and training
- Attractive remuneration
Tenacity CX are Australia's leading supplier of recruitment solutions to the Customer Experience and Contact Centre Industry. Do not miss this unique opportunity – apply with your resume in Word format. We are interviewing immediately!!!
Expired job
