quality assurance analyst in Wollongong

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job details

posted
location
wollongong, new south wales
specialism
call centre & customer service
job type
permanent
working hours
Full-Time
reference number
90M0363165_1538692802
contact
melanie silburn, randstad
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job description

This growing national organisation based in Wollongong require an experienced Quality Assurance Analyst to join their team.

Your role will monitor and assess client interactions via the phone and/or digital channels to ensure a high quality and compliant client experience. Experience in a call centre environment will be essential as well as some management and training experience.

Your duties will include but not limited to:

  • Review and assess the overall client experience both inbound and outbound
  • Work with the team leaders to provide feedback and coaching to individual team members on their performance and development opportunities
  • Improve and develop procedures
  • Lead and facilitate training sessions
  • Provide regular reporting to the management team
  • Make recommendations on the training gaps
  • Implement changes needed
  • Continue to motivate and encourage staff

Qualifications and Experience

  • Proven experience in a similar role
  • Outstanding coaching skills
  • Ability to identify the gaps and drive the changes
  • Excellent communication skills
  • Leadership qualities
  • Establish and maintain strong relationships
  • Strong MS Word and Excel skills

This is an outstanding role working for a progressive organisation who truely look after and value their staff.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.

skills

Quality Assurance, Management, Call Centre,

qualification

Leadership and training
previous call centre experience

responsibilities

oversee the day to day call operation ensuring quality call
develop and enhance the team(s)
identify and review the overall client experience
work with the team leaders to provide feedback and coaching
regular reporting

educational requirements

Vocational/Professional Qualification