Quality Assurance and Learning Manager - Melbourne, Australia - Easygo

Easygo
Easygo
Verified Company
Melbourne, Australia

1 month ago

Olivia Brown

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Olivia Brown

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Description
Responsible for managing Easygo customer support onboarding, upskilling/retraining and quality of service.

They will work with the senior members to provide insights, coaching and QA across all teams along with other areas of the business to share insights and ideas.

This role will play a key part in our strategy to build out a customer focused quality/CSAT framework along with a structured, documented and repeatable learning framework and content.


Requirements:


  • Work with HO and MEBIT equivalent on establishing Quality framework and implement technical system
  • Work with HO and MEBIT equivalent on establishing a closed feedback loop or customers along with sharing insights to either individuals or department leads to address customer satisfaction
  • Provide insights to team leaders and shift supervisors to assist coaching and feedback to improve overall customer satisfaction
  • Act as a liaison between the customer support team, other departments and third party providers for training needs and pain points
  • Train company processes, policies and procedures and comply with relevant regulations
  • Assist with general team administration (rostering, access, tech issues and comms)
  • Migrate learning content to be online so it is repeatable, consistent and accessible
  • Create assessment and evaluation check points to help baseline skill levels and plan learning interventions

Essential experience:


  • Experience in managing customer support teams
  • Strong understanding of customer service processes and best practices
  • Experience in coaching and upskilling team members
  • Knowledge of quality assurance and monitoring processes
  • Ability to work with senior members to provide insights and ideas
  • Strong analytical and problemsolving skills
  • Proven experience to facilitate and build learning interventions

Desirable qualifications:


  • Background in customer experience or customer service management
  • Experience in developing and implementing customer focused quality/CSAT frameworks
  • Knowledge of learning and development frameworks
  • Project management skills
  • Experience leading crossfunctional teams

Benefits

  • Flexible working hours
  • Team socials and adhoc gettogethers, and events for you to get involved in (if you wish)
  • Annual training and development budget
  • Optional flu shot
  • Daily catered breakfast
  • Massage Wednesdays we get professionals to do this
  • Friday parmas/pub lunch, plus happy hour in the office from 4PM
  • Table tennis and pool tables, plus a games room with PS5 and dartboards
  • Company retreats each year
  • Paid volunteer day
  • A fulltime barista/kitchen manager who will make you coffee, tea and fresh juices
  • Help yourself to the fully stocked drinks fridge and snack shelf
We have many many more initiatives that we will roll out over the next 12 months.
- "We are a 2023 Circle Back Initiative Employer - we commit to respond to every applicant"_

We believe that the unique contributions of everyone at Easygo are the driver of our success.


To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.


We are passionate about providing a workplace that encourages great participation and an equal playing field, where merit and accomplishment are the only criteria for success.

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