Quality Assurance Associate - Contact Centre

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Quality Assurance Associate - Contact Centre

Job title: Quality Assurance Associate - Contact Centre
Contract type: Temporary
Industry: Supervisors/Team Leaders
Job expiry: 2021-11-29
Reference: 3350877

Job description

We are seeking a stand out Quality Assurance Associate to join a global BPO on a 12 month  contract, working for one of Australia’s largest telecommunications company in the heart of Brisbane's CBD. You will ensure standards are met and drive quality and process improvements to improve customer satisfaction with their network and tech support team.

What's in it for you?
  • Work with one of Australia's leading Telco companies
  • Monday - Friday, no weekends or late nights
  • $75,000 + super
  • Central CBD location, close to public transport 
  • Ongoing support and opportunities to learn
About the role:
  • Measure compliance against established expectations of Agents, Team Leads and Management
  • Perform Transaction monitoring audits and providing feedback in tech trouble shooting process
  • Monitor calls, measure performance and provide feedback on improvements
  • Assess performance and provide coaching and developing plans for learning and skills development
  • Draw conclusions from data and metrics (Error Analysis and Root Cause Analysis for process deviations
  • Keep track of industry trends

About you:
You have a passion for quality assurance and process improvement with excellent attention to detail. You’re a natural people person who takes great pride in their work always keeping the customer experience at the forefront of what they do.
Key requirements for this role
  • Experience in contact centre QA role
  • Experience in a Tech Support environment
  • An understanding of Call Centre Operations
  • Understanding of Quality Assurance and Call metrics
  • Prior experience in coaching
If you're looking for a new challenge and a role to really get stuck in to, this is the role for you.

Submit your application via the link provided.

If you have any specific questions about the role, feel free to contact the team at SMAART recruitment on 03 8637 4444
Expired job