Quality Assurance Officer
Join our Customer Care division and assist our On The Move campaign with your QA expertise
Summary about this job
Management & Support
Company: Service Stream
Location: Melbourne
Work type: Full Time
Salary: $24.68 p/h plus super + annual leave
Phone: +61-3-2154-8075
Fax: +61-2-3877-3359
E-mail: n\a
Site: n\a
Detail information about job Quality Assurance Officer. Terms and conditions vacancy
- Join an ASX listed company based on Collins Street
- Quality check sales calls for an outbound sales campaign
- Work with a friendly and supportive team
The Role
Our Customer Care business unit are on the lookout for a Quality Assurance Officer with excellent attention to detail and communication skills to join their On The Move campaign.
As Quality Assurance Officer you will conduct Quality Assurance (QA) and Call Quality Monitoring (CQM) to our Outbound Sales Agents. This includes:
Monitoring calls for compliance, clarity and quality to ensure that our customers receive honest and accurate information.
Provide an enthusiastic and positive approach to quality and compliance
Objectively follow QA guidelines to ensure a consistent approach and outcome
Provide feedback to management and coaching agents regarding QA and QCM results
Based on Collins Street and reporting to the campaign's Account and Operations Manager, this role is being offered on a permanent, full-time basis.
Duties and Responsibilities
Monitor and assess calls to ensure they meet the outlined Call Quality Guidelines
Report on calls that do not meet QA and QCM standards
Work closely with the client and management to develop improvement plans and strategies to overcome any compliance concerns
Communicate and champion improvement plans and strategies
Partner with Team Leaders and Agents to continually improve teams and provide feedback (positive and constructive) where needed.
Attend QA Calibration meetings with internal and external clients
Generate daily, weekly, monthly and ad hoc reports to deliver results
Required Skills and Experience
Exceptional listening skills
Strong written and verbal communication skills
Keen eye for detail, analysis and problem solving
Previous call centre telesales experience
Knowledge and understanding of Call Centre Metrics
Exceptional time management skills
Ability to adapt and learn quickly about demands of different campaigns
Established track record of consistently meeting KPIs within current role
Service Stream as a Company
Service Stream is an ASX listed company who specialise in the end-to-end delivery of the high volume services required to roll-out, maintain and operate essential networks throughout Australia. Our telecommunications expertise covers fibre optics, HFC, broadband, high-speed data, copper technology and basic telephony. From rolling out state-of-the-art broadband networks to maintaining and upgrading existing telephone networks, we have the know-how and workforce to take on projects ranging in scale from single homes to major regional or national projects.
Position Type: Permanent Full Time
Salary: SEA Level 6, $24.68 p/h + superannuation
Roster: 38 hours per week - Monday to Friday, 8.30am to 5.00pm