Job Description
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Maintain and continuously develop internal quality standards and frameworks
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Assess Support interactions across Compass omni-channel platforms, including calls, emails and chats
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Evaluate agent and AI performance against quality standards, KPIs and compliance requirements
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Ensure customer contacts, including complaints and compliments, are accurately recorded and appropriately managed
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Manage complaint workflows and follow-up with Team Leaders
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Implement complaint satisfaction surveys to gather customer feedback and identify customer-experience improvements
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Provide constructive feedback to agents and senior agents
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Analyse CSAT, FCR and AHT metrics to identify trends, risks and opportunities
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Lead regular calibration sessions for consistent and accurate QA evaluations
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Identify training and Contact Centre onboarding needs and lead improvement projects
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Create reports on agent and AI performance, quality trends and key insights
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Manage and minute QA meetings
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Manage the QA process for Support Enterprise Accounts against contractual requirements
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Identify compliance, privacy and process risks and work with relevant teams to address them
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Collaborate with Support, Team Leaders, Training, Product, Development and other internal teams
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Requirements
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Minimum 3 years' experience within Contact Centre leadership
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Strong experience in Quality Assurance, including quality scorecards, evaluation frameworks and quality standards
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Strong data analysis skills, with the ability to identify trends and opportunities from customer interactions and performance metrics
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Strong understanding of Contact Centre software, CRM tools and call recording platforms
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Strong understanding of compliance,



risk and privacy within customer interactions
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Excellent attention to detail, objectivity and judgement when evaluating performance
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Robust communication, coaching and constructive feedback skills
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Strong written communication, reporting, empathy and discretion, with the ability to work effectively with agents, leaders and internal stakeholders
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A valid Employee Working With Children Check
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Verification of unrestricted work rights in Australia
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A successful National Police Check
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A valid Drivers Licence
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Core Competencies
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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.
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Highest-signal resume keywords
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Quality Assurance
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Data Analysis
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Contact Centre Software
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Compliance and Risk Management
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Coaching and Feedback
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Hard Skills
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Quality Scorecards
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Evaluation Frameworks
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Performance Metrics Analysis
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Complaint Management
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CSAT Analysis
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FCR Analysis
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AHT Analysis
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Report Creation
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Training Needs Identification
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Onboarding Process Management
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Soft Skills
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Attention to Detail
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Communication Skills
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Empathy
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Judgement
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Constructive Feedback
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Certifications & Qualifications
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Employee Working With Children Check
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National Police Check
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Valid Drivers Licence
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Industry Keywords
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Contact Centre Leadership
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Quality Standards
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Customer Experience
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Compliance Requirements
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Performance Evaluation
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Tools & Technologies
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CRM Tools
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Call Recording Platforms
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Omni-Channel Platforms
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📌 Quality Assurance Specialist (South Australia)
🏢 Jobtailor
📍 South Australia