Contact Centre Quality Assurance Manager - Adelaide

Summary about this job

Detail information about job Contact Centre Quality Assurance Manager - Adelaide. Terms and conditions vacancy

• Modbury location with parking provided
• Rapidly growing organisation with excellent career development opportunities
• Newly created team

With over 5,200 people, and annual revenues of over $1.2 billion, Datacom is one of Australasia's largest professional IT services companies. Datacom has extensive expertise in the operation of data centres, the provision of IT services, software engineering and application management, as well as payroll and customer service design and operations. Founded in 1965 and, operating across a number of regions, Datacom has a successful trading history of consistent growth and profitability from a track record of delivering innovative, cost effective digital and technology solutions. Datacom is committed to hiring, developing and promoting diverse talent. Our people are the best in their fields - smart, passionate, and dedicated to providing exceptional IT services to our customers. This makes for a rewarding and fast-paced work environment.
  
To support our brand new contact centre in Modbury, Datacom Connect are seeking an experience Manager to lead the Quality Assurance team. As the Quality Assurance Manager, you will act as a point of contact between our clients and operational teams, to ensure compliance with SLAs and to implement the quality framework.

About the Role:

• Coach, mentor and develop Quality Assurance Team 
• Conduct assessment reviews and alignment checks
• Facilitate and report on calibrations with operations and client
• Deliver process improvement initiatives with the aim of improving business outcomes
• Lead department meetings with stakeholders to address performance and improvement
• Communicating performance to Operations teams
• Providing support for CSRs and leadership team to ensure compliance to Quality Framework

  
About You:

• Experience in Quality Assurance
• Knowledge of Quality Framework, Contact Centre operations, and Performance improvement strategies
• Minimum 12 months experience in Contact Centre Management or Quality Management role with sound understanding of outsource practices
• Solid verbal and written communication skills
• Knowledge of MS Office
• Ability to deliver Training/Coaching
• Proficient time management skills
• Strong stakeholder management and ability to influence peers
• Australian Citizenship and ability to pass a criminal history check

At Datacom Connect, we know how to recognise the work you do and offer inspiring leadership programs and development opportunities. We also offer flexible working arrangements, a corporate wellness program and provide you with the technology to enable you to work efficiently.

Our future looks bright. And so can yours. If you're ready to make a move, we're ready to talk. 

How to apply:
 
Please send your resume to the Datacom recruitment team by clicking APPLY NOW.