Quality Assurance Analyst  

The Quality Assurance Analyst is responsible for reviewing and auditing telephone interactions to assure process compliance across the Contact Centre. The analyst will also be responsible for ensuring the accuracy of order details logged in the customer database. A Quality Assurance Analyst is responsible for identifying areas of service improvements and developing programs that improve the overall quality of the customer’s experience when interacting with the Contact Centre environment.

Responsibilities:

• Analyse/audit data, voice clips, and call recordings to identify areas of service delivery that did not meet pre-established performance and compliance standards
• Investigate and resolve inaccurate order details logged in the customer database
• Use customer service expertise to assess existing practices and procedures for process improvement opportunities with all teams and sites as needed
• Collaborate with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience
• Participate in special projects and other ad hoc activities as required
• Actively participate in a continuous process improvement within the team

• Candidate must possess an Associate’s/ Bachelor’s/College Degree in any field
• Must have at least 3 years’ experience in quality inspection, auditing and call listening experience
• Exposure to a telecommunications environment would be advantageous
• Demonstrated commitment to client service and a willingness to be accountable for performance and output
• Prior experience working autonomously and effectively in a fluid, demanding and fast-paced organisation
• Knowledgeable in various Telecommunications products and services is an advantage; strong understanding of Telstra products, systems and processes is highly desirable
• Hands on experience with utilizing DBOOT and/or MNC, Helpdesk and Siebel system is highly regarded
• Experience in directing quality initiatives by requiring adherence to quality assurance policies and procedures, developing new models and implementing changes
• Professional manner and presentation
• Attention to detail and a well ordered approach to work Reporting skills, in particular Microsoft Excel
• Enthusiastic, prepared to use initiative, prepared to learn and self-improve Ability to work both autonomously, but with a very strong team ethos
• Ability to maintain high level of confidentiality
• Strong attention to detail and a well ordered approach to work. Ability to adapt effectively to change
• Strong command of the English language, both oral and written