Job Type: Permanent position | Full time position
Job Description
Job Description: DirectIT is looking for an experienced Quality Assurance Manager to join our team.
This is a full time position with a starting salary at circa $80k + Superannuation.
As the Quality Assurance Manager, you will be responsible for ensuring the quality of our telemarketing operations by monitoring, evaluating and coordinating systems.
You will be responsible for identifying areas of improvement and making recommendations to management for process improvement.
You will work closely with DirectIT's operations team to ensure that agents are trained and equipped with the necessary tools to meet the high standards within our organisation.
Responsibilities:
Develop and implement quality assurance procedures, including system monitoring, scoring, and feedback to agents
Identify areas of improvement and make recommendations to management for process improvement
Collaborate with training and operations departments to ensure that agents are trained and equipped with the necessary tools to meet standards
Conduct regular audits to ensure compliance with company policies and procedures




Provide coaching and feedback to staff members on areas where improvement is needed
Analyze data to identify trends and areas of opportunity for improvement
Participate in cross-functional teams to drive process improvement initiatives
Create reports and present findings to management on a regular basis
Ensure that all quality assurance activities are conducted in compliance with applicable laws and regulations
Qualifications:
Bachelor's degree in business administration, communication, or related field
At least 2 years of experience in a Quality Assurance role, preferably in a telemarketing or call centre environment
Excellent communication and interpersonal skills
Strong analytical skills and attention to detail
Proven ability to identify areas of improvement and drive process improvement initiatives
Knowledge of quality assurance best practices and techniques
Familiarity with call center technologies and systems
Ability to work independently and in a team environment
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📌 Quality Assurance Manager (New South Wales)
🏢 DirectIT
📍 New South Wales