Call Centre Quality Assurance Lead
'COS
- Lidcombe, NSW
- Permanent
- Full-time
- Flexible hybrid workplace
- Competitive remuneration with excellent bonus scheme
- Generous Reward and Recognition programs
- Access to ongoing training and career development programs
- Access to free Mental Health programs
- Birthday and Anniversary day off
- Convenient location with onsite parking
- Modern onsite gym
- Employee discounts on full product range
- Opportunity to participate in community welfare and charity initiatives
- Quality Monitoring - Conduct regular evaluations of customer interactions, including calls, emails, and chats.
- Performance Analysis - Analyse KPIs related to customer interactions and provide insights into trends, strengths, and areas of improvement.
- Training and Development - Collaborate with training facilitator to develop and update training materials and provide coaching and training sessions based on QA findings.
- Process Improvement - Identify and recommend improvements to our operational processes.
- Reporting - Generate regular reports on QA performance and trends.
- Customer support assistance
- Strong analytical and problem-solving skills.
- Experience working in a fast-moving customer centric call centre environment.
- Strong sense of safety and a good understanding of warehouse OHS requirements
- High level attention to detail
- Analytical Thinking
- Coaching & Mentoring
- High service orientation
- Ability to work in a team environment.
- Ability to prioritise, with excellent time management skills.