About the role
This role is central to strengthening how Customer Service understands, measures, monitors, and improves quality outcomes across customer interactions.
As the Analyst - Automated Quality & Speech Analytics, you will play a key role in developing and embedding a modern quality framework that uses data, insights and technology to drive quality interactions and continuous improvements.
This role uses modern analytics and quality technologies, including Verint Speech Analytics and Automated Quality, to uncover insights, strengthen quality outcomes, and improve customer experiences.
While experience with these tools is desirable, it is not essential.
We will provide training and support for the right candidate who brings strong quality or continuous improvement capabilities
This role is ideal for someone who is passionate about technology, enjoys uncovering insights from data, solving complex problems, and using evidence based decision making to drive quality improvements and positive business outcomes
Who are we?
When you join Water Corporation, you play an important role for the people of WA.
Our services are essential for life - everyday, millions of Western Australians rely on us to deliver and manage water across our state.
If you're driven to make a meaningful contribution, you've come to the right place.
Real benefits that matter
Real flexibility with options to work from home, 9-day fortnight, flexible work hours
Two well-being days each year to do whatever you need to do to feel good
Access to long service leave pro rata after 3 years of service
Generous co-contribution superannuation scheme, which offers up to 15.5%.
This includes an 12% standard employer contribution,



plus an additional 2% employer co-contribution that matches your own 2% contribution.
Purchase additional leave of up to 12 weeks or work 4 years at a reduced salary and take the fifth year off as paid leave
Discover more
benefits we offer to support the unique and individual ways our employees live.
What you can expect with this role
Use Automated Quality and Speech Analytics tools to gain broader insights into customer experiences and operational performance
Analyse customer interaction data to identify quality trends, risks, and improvement opportunities
Conduct root cause analysis to identify drivers of customer and operational issues and support sustainable improvements
Partner with operational leaders to improve quality outcomes, compliance, and customer satisfaction
Translate data and findings into practical recommendations and improvement initiatives
Support the ongoing refinement of quality methodologies, scorecards, and assessment frameworks
Provide guidance and support to stakeholders in the use of quality insights and analytics tools
Contribute to a culture of continuous improvement across Customer Service
Identify compliance risks and quality trends, supporting the organisation to improve regulatory and operational outcomes through automated monitoring and analytics.
Why this role is different
You'll help shape the future of quality assurance within Customer Service




You'll move beyond traditional manual quality monitoring and leverage modern automated solutions
You'll partner with leaders across the business to influence meaningful improvements
You'll gain exposure to leading customer interaction technologies, with training provided where required
Your skills and experience
For this role, we are looking for great talent with:
Experience analysing data and identifying trends to deliver quality-focused business improvements
Experience supporting quality assurance, continuous improvement, compliance, customer experience, or operational excellence initiatives
Strong analytical and problem-solving skills with excellent attention to detail
The ability to translate complex data into clear insights and actionable recommendations
Experience influencing stakeholders and driving positive change
Excellent written and verbal communication skills, with the ability to engage both technical and non-technical audiences
A strong understanding of customer service, contact centre, or operational environments
Experience applying change management principles to improve processes and outcomes
A willingness to learn recent technologies and embrace data-driven ways of working
Sound like a match?
Apply today
If you are interested in the above opportunity, please submit a covering letter and resume that best demonstrates your skills and experience as well as your ability to meet the requirements of the role.
Don't meet every requirement?
We'd still love to hear from you.
If you have strong quality, analytical, continuous improvement, and customer experience capabilities, we'll provide training and support to help you build expertise in our Speech Analytics and Automated Quality platform

📌 Automated Quality & Speech Analytics - Analyst (Perth)
🏢 Water
📍 Perth