Job Description

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

n

Requirements

n

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



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

n

Core Competencies

n

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.

n

Highest-signal resume keywords

n

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

n

Hard Skills

n

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

n

Soft Skills

n

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

n

Certifications & Qualifications

n

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

n

Industry Keywords

n

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

n

Tools & Technologies

n

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

📌 Quality Assurance Specialist (Williamstown)
🏢 Jobtailor
📍 Williamstown