- Maintain and continuously develop internal quality standards and frameworks
- Assess Support interactions across Compass omni-channel platforms, including calls, emails and chats
- Evaluate agent and AI performance against quality standards, KPIs and compliance requirements
- Ensure customer contacts, including complaints and compliments, are accurately recorded and appropriately managed
- Manage complaint workflows and follow-up with Team Leaders
- Implement complaint satisfaction surveys to gather customer feedback and identify customer-experience improvements
- Provide constructive feedback to agents and senior agents
- Analyse CSAT, FCR and AHT metrics to identify trends, risks and opportunities
- Lead regular calibration sessions for consistent and accurate QA evaluations
- Identify training and Contact Centre onboarding needs and lead improvement projects
- Create reports on agent and AI performance, quality trends and key insights
- Manage and minute QA meetings
- Manage the QA process for Support Enterprise Accounts against contractual requirements
- Identify compliance, privacy and process risks and work with relevant teams to address them
- Collaborate with Support, Team Leaders, Training, Product, Development and other internal teams

Requirements

- Minimum 3 years' experience within Contact Centre leadership
- Strong experience in Quality Assurance, including quality scorecards, evaluation frameworks and quality standards
- Strong data analysis skills, with the ability to identify trends and opportunities from customer interactions and performance metrics
- Strong understanding of Contact Centre software, CRM tools and call recording platforms
- Robust understanding of compliance,



risk and privacy within customer interactions
- Excellent attention to detail, objectivity and judgement when evaluating performance
- Strong communication, coaching and constructive feedback skills
- Strong written communication, reporting, empathy and discretion, with the ability to work effectively with agents, leaders and internal stakeholders
- A valid Employee Working With Children Check
- Verification of unrestricted work rights in Australia
- A successful National Police Check
- A valid Drivers Licence

Core Competencies

Demonstrates expertise in Quality Assurance within Contact Centres, focusing on performance evaluation, compliance, and customer experience improvement. Proficient in data analysis and reporting to drive insights and enhance agent performance.

Highest-signal resume keywords

- Quality Assurance
- Data Analysis
- Contact Centre Software
- Compliance and Risk Management
- Coaching and Feedback

Hard Skills

- Quality Scorecards
- Evaluation Frameworks
- Performance Metrics Analysis
- Complaint Management
- CSAT Analysis
- FCR Analysis
- AHT Analysis
- Report Creation
- Training Needs Identification
- Onboarding Process Management

Soft Skills

- Attention to Detail
- Communication Skills
- Empathy
- Judgement
- Constructive Feedback

Certifications & Qualifications

- Employee Working With Children Check
- National Police Check
- Valid Drivers Licence

Industry Keywords

- Contact Centre Leadership
- Quality Standards
- Customer Experience
- Compliance Requirements
- Performance Evaluation

Tools & Technologies

- CRM Tools
- Call Recording Platforms
- Omni-Channel Platforms

#J-18808-Ljbffr

📌 Quality Assurance Specialist (City of Boroondara)
🏢 Jobtailor
📍 City of Boroondara