Customer Experience and Quality Specialist

All vacancies of AustraliaCall Centre & Customer ServiceCustomer Experience and Quality Specialist

- 3 month fixed term contract - Primary function will be create and review Work Instructions and documentation. - ASAP Start

Summary about this job

Management & Support

Company: Bupa

Location: Melbourne

Work type: Contract/Temp

Salary: n\a

Phone: +61-7-6704-6152

Fax: +61-2-4643-5263

E-mail: n\a

Site:

Detail information about job Customer Experience and Quality Specialist. Terms and conditions vacancy

About Bupa

We are a world leading Health & Care organisation with over 22,000 people in Australia and New Zealand, and our purpose is to help people live longer, healthier, and happier lives.  In Australia, we help to take care of people through our leading health insurance services as well as providing a personalised approach to care through our modern Dental clinic network, our Bupa Optical stores, Bupa Medical Visa services and over 70 Bupa Aged Care Homes. Bupa Therapy, along with our Medical and Wellbeing Centre provide a multidiscipline approach to care.

About the Opportunity:

Bupa Medical Visa Services provides health assessments in a professional, caring and respectful way. Our main service is the provision of visa and migration medical services to the Department of Home Affairs (Home Affairs). This includes on-shore immigration medical examinations through our 6 Bupa centres and a network of partner centres nationally.

The Customer Experience and Quality Specialist will be responsible for supporting the Central Support Teams. This role is a high paced, high volume, dynamic role that is crucial to support the team in training, compliance, quality assurance, document management and other support tasks.

Please NOTE - This role is a full time 3 month contract to start ASAP.

Key Responsibilities:

  • Create, Review all work instructions and procedure documents
  • Daily workflow/call flow management
  • Quality Assurance and Compliance – call listening, process and procedures are being    adhered to (including compliance obligations)
  • Quality Assurance and Compliance –operations and administration
  • Coaching staff to achieve high customer service standards
  • 2IC to Manager
  • Assisting all central support teams in any capacity required
  • Monthly reporting to the leadership team
  • Manage and respond to emails
  • Identification of training needs and delivery
  • Creation of training plans and materials
  • Process Improvement and innovation
  • User acceptance testing (writing test cases, execution of cases, post verification testing) on all systems
  • End to end support and delivery with all on-boarding and training
  • Handling escalations and complaints
  • Building a strong customer centric culture
  • Leading by example

Your Background:

Ideal experience & delivered performance

  • Processing, administration and contact centre experience
  • Ability to multi task and strong time management skills
  • Leadership experience
  • Quality Assurance and compliance experience
  • Strong communication and written skills (management reporting)
  • Experience in process improvement (lean six sigma advantageous)
  • Proven problem solving and decision making abilities
  • High attention to detail
  • Proven ability to meet and exceed turnaround times (SLA’s/ KPI’s)
  • Demonstrates Bupa Values

Join Us

Bupa believes in hiring the best talent in the market. We are known for our vibrant, high performing and incredibly rewarding workplace, and we take pride in creating exceptional and meaningful work experiences, encouraging innovation, delivering award winning benefits to our employees and being involved with our communities

Find the purpose in your career!

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