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




Solid 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
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📌 Quality Assurance Specialist (Victoria)
🏢 Jobtailor
📍 Victoria