Customer Experience Assurance Officer (OnTrain Customer Operations) - Brisbane

You’ll connect Queensland. We’ll connect you to an amazing career.

At Queensland Rail, connection is at the heart of everything we do—and it starts with you. Our Travel network links communities across the state, delivering unforgettable tourism experiences and essential journeys for work, family, and care.

Learn more about Queensland Rail's purpose, people and progress - watch our short video here.

About the Role

As our Customer Experience Assurance Officer - OnTrain Customer Operations (internally known as Service Assurance and Capability Adviser), you’ll play a pivotal role in enhancing customer experiences across Queensland Rail’s onboard and tourism services.

You’ll work independently to enhance customer experiences across Queensland Rail’s onboard and tourism services by conducting audits, observations and assurance activities. Using your insights and feedback, you’ll help improve service standards, support frontline teams and drive positive operational outcomes.

This is a unique opportunity for a customer-focused professional who enjoys being in the operational environment, identifying improvement opportunities and influencing positive change across a diverse workforce.

Based at Platform 10, Roma Street , this permanent full-time role requires extensive travel, with an average of 15 days per month engaging with frontline operations.

Purpose that Counts

As a trusted Customer Experience Assurance Officer - OnTrain Customer Operations, you will:

- Conduct frontline observations and quality assurance audits across onboard services.




- Assess service standards, employee behaviours and operational compliance.
- Provide feedback and escalate service, performance and capability concerns to the Manager Operational Services, Training Coordinators or Operation Managers.
- Analyse findings, identify trends and prepare reports to support decision-making.
- Deliver recommendations to improve customer experience, workforce capability and operational performance.
- Partner with leaders and Training Coordinators to support capability development and continuous improvement.
- Identify process gaps and operational inconsistencies to inform policy and training enhancements.
- Build productive relationships with employees and leaders to promote consistent service standard and behaviours.

For further information please read the Position Description.

About You

We're looking for someone who combines operational experience with strong analytical and relationship-building skills.

You will bring

- Previous experience in quality assurance, auditing or service assessment activities, with the ability to evaluate service quality, consistency and compliance.
- Strong analytical and problem-solving skills, with the ability to identify trends and provide practical recommendations.




- Excellent communication skills, including the ability to deliver constructive feedback and influence positive outcomes.
- Sound knowledge of customer service operations, procedures and standards within a complex operational environment.
- Strong stakeholder engagement skills, with the ability to build effective relationships at all levels.
- A commitment to continuous improvement and delivering exceptional customer outcomes.
- Experience in rail, transport, tourism, hospitality or other frontline service environments is highly regarded.

Roster / Hours

This role involves regular travel (approximately 15 days per month), working across a 24/7 roster, and overtime as required to support operational requirements.

Advantages that Count

Queensland Rail's success is built on the capability and commitment of our people. In return, we offer:

- An annual salary of $117,750 + 12.75% super + applicable penalties and allowances
- 5 weeks of annual leave per year?
- Travel discounts and lifestyle perks through QRI
- Opportunities for career development and ongoing learning.
- Access to a 280+ gyms and pools with Fitness Passport
- The chance to contribute to an industry-leading organisation focused on delivering exceptional customer experiences.

For a full list of benefits please visit Employee Benefits.

Be careful - Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad .

#J-18808-Ljbffr

📌 Customer Experience Assurance Officer (OnTrain Customer Operations) - Brisbane (Brisbane City)
🏢 Queensland Rail
📍 Brisbane City