Quality Assurance - Melbourne, Australia - Mable

Mable

Verified Company

Melbourne, Australia

2 weeks ago

Posted by:

Olivia Brown

beBee Recruiter

Key Accountabilities:

Develop and manage a comprehensive quality assurance program that meets industry standards, and legislation and enhances customer satisfaction.
Design and deliver technical training modules for new hires and ongoing training for existing staff to ensure high competence in handling customer queries and issues.
Conduct regular assessments to evaluate staff performance and training programs' effectiveness, making necessary adjustments.
Collaborate with the customer operations management team to align quality assurance standards and training programs with company goals.
Lead, coach, and manage a team of quality assurance analysts and technical trainers, fostering a culture of continuous improvement and excellence.
Analyse customer feedback and performance data to identify trends, anticipate training needs, and implement quality improvement measures.
Prepare and present detailed reports on team performance, training outcomes, and quality assurance metrics to senior management.
Stay updated with industry trends, legislative changes and technologies, incorporating best practices into training and quality assurance initiatives.
Be the knowledge management system owner across customer operations teams ensuring all articles are relevant, practical and accurate. Including process documentation, scripts and templates across omnichannel technology

Skills, Knowledge and Experience:

Proven experience in designing and implementing effective training programs and quality assurance systems in a call centre or customer service environment
Strong leadership and people management skills, with the ability to motivate and influence a diverse team.
Excellent communication and interpersonal skills, capable of working effectively with crossfunctional teams.
Analytical thinker with strong problemsolving skills and the ability to handle multiple tasks simultaneously.
Proficiency in using customer service software, databases, and QA tools.
Strong understanding of training and development principles, adult learning theories, and instructional design concepts.
Excellent verbal and written communication skills, with the ability to deliver constructive feedback and facilitate training sessions effectively.
Certification in Quality Assurance or Training & Development is a plus