Contact Centre Quality Analyst

Melbourne - Australia

Monthly Salary: Not Disclosed

Posted on: 12 hours ago

Vacancies: 1 Vacancy

Job Summary

About the opportunity

Join us in this newly created and crucial role to help us build up the quality of our customer service. This is a fantastic opportunity to contribute to a positive and supportive team culture while making a real difference in our customers lives by reviewing interactions identifying trends coaching staff and collaborating with leadership across our Contact Centre.This role can be based in any of our corporate office locations in Melbourne Brisbane Bendigo or Adelaide.

In this role youll get to

Review customer interactions to ensure compliance and quality.
Identify trends and systemic issues impacting service quality.
Provide coaching and training to staff to improve performance.
Collaborate with leadership to implement quality improvements.
Contribute to regular calibration sessions and provide feedback.

What youll bring to the role

You will have a genuine passion for customer service. Youll be able to support the uplift of our customer experience whilst also supporting our people in the process. Youll be proactive in calling out improvements but also to recognise a job well done.

To be successful in the role you will have:

Proven QA experience:Demonstrated ability to provide constructive feedback to peers and team leaders and effectively engage with stakeholders across the bank.
Data analysis & reporting:Proficiency in using Excel and Power BI for data analysis and reporting. Experience with call evaluation forms (e.g. AWS).
Customer focus:Deep understanding of customer needs and the ability to improve customer experience.
Financial services knowledge:Ideally within customer interactions within a financial institution.
Project setup & implementation:Ability to contribute to the setup and implementation of QA processes and procedures.

So why work with us

Want big impact that matters Here youll know your work directly benefits the customers and communities we all serve.
Want to be more than just a number Join a team that truly values you and that gets more and more diverse every day.
Want career opportunity AND flexibility Achieve both here where we know that balance and progression go hand in hand.

Youll also get access to a great range of benefits including:

Hybrid work Flexible hours A compressed work week Our flexible work options are designed to suit your life. This role can be based in any of our office locations in Melbourne Brisbane Bendigo or Adelaide. We offer flexible work options that put our people first working in ahybrid modelwith a minimum local Head Office attendance requirementdeterminedby your Leader to find a rhythm that works best for you and your team. We believe that coming into the office some of the time is the best way to learn stay connected and collaborate effectively especially for key activities like team days 1:1s and town halls.
Health and well-being support including discounted gym memberships private health insurance options and our Employee Assistance Program (EAP) for you and your immediate family members.
Take your learning to the next level through opportunities like our corporate university BEN U or at an external provider of your choice.

Were making better bigger. And well get there with you

Could you be our newest team member Nows the time to set your sights even higher on the future you and the future career you deserve. Please note shortlisting and interviews may take place prior to the advertised close date so dont delay apply now!

We believe a diverse workforce supported by an inclusive culture is central to our success and we actively encourage applications from those who bring diversity of thought to our business. We support candidate requests for adjustment to accommodate an illness injury or disability to equitably participate in the selection process.

Still in two minds

Research suggests 60% of women and underrepresented groups might stop here even after getting as far as drafting an application. We believe that diversity makes every team stronger so even if you dont tick every box we still want to see your application!

We love the support recruitment agencies give our businesses every day however we have got this. Our superstar talent advisors will reach out to our fabulous panel if we need a helping hand.

Required Experience:

About the opportunityJoin us in this newly created and crucial role to help us build up the quality of our customer service. This is a fantastic opportunity to contribute to a positive and supportive team culture while making a real difference in our customers lives by reviewing interactions identif...