Come shape the future of education with us. At Compass, we love working with schools and strive to deliver new innovations, functions, and process improvements as recent technology becomes available. Our services are specifically designed to improve not only the school process but also community culture and student learning outcomes. Compass is a product that genuinely provides students, teachers, and parents with an improved educational experience. You can leave at the end of each day knowing you made a difference to a student's education or helped make a staff member's day just that little bit better. Our school management ecosystem is now used in more than 5,400 schools across Australia and beyond. We're joined by over 300+ members of the Compass team, building the operating system for schools worldwide.
About the Role & Team
As a Quality Assurance Manager, you'll play a key role in raising the standard of customer service and assurance across the Compass Global Team. You'll be responsible for monitoring and evaluating customer and agent interactions across our omni-channel support environment, ensuring performance aligns with quality, compliance and customer experience standards. You'll use QA data, customer feedback and performance metrics to identify trends, risks and coaching opportunities that improve service delivery. Working closely with Support, Team Leaders, Training, Product, Development and other internal teams, you'll help build a consistent quality culture while ensuring our customers receive a high standard of service across every interaction.
What you'll do:
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 established quality standards, KPIs and compliance requirements
Ensure customer contacts, including complaints and compliments, are accurately recorded and appropriately managed
Manage complaint workflows and work with Team Leaders to ensure appropriate follow-up and resolution
Manage and implement complaint satisfaction surveys to gather customer feedback and identify opportunities to improve customer experience
Provide meaningful, constructive feedback to agents and senior agents to support continuous development
Analyse customer service metrics, including CSAT, FCR and AHT, to identify trends, risks and opportunities
Lead regular calibration sessions to ensure consistency, fairness and accuracy across QA evaluations
Identify training and Contact Centre onboarding needs and lead relevant improvement projects in partnership with the Contact Centre/Global Support Trainer
Create clear reports on agent and AI performance, quality trends and key insights for Team Leaders and Managers
Manage and minute QA meetings, ensuring relevant data and insights are prepared in advance
Manage the QA process for Support Enterprise Accounts, ensuring senior agents provide quality responses in line with contractual requirements
Identify compliance,



privacy and process risks within customer interactions and work with relevant teams to address them
About You:
We are looking for someone who is analytical, objective and commercially minded, with solid Contact Centre leadership and quality assurance experience. You have a keen eye for detail, can confidently interpret performance data and are comfortable providing constructive feedback that helps people improve. You're able to balance customer experience, operational efficiency and compliance, while building strong relationships across multiple teams. You can work independently, manage competing priorities and use data to turn quality insights into meaningful improvements.
Essential:
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
Strong 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
What's in it for you?
A flexible working culture.
Learning & Development opportunities - we want you to grow and get the most out of your role!
Parental Leave Program for both primary and secondary ca
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📌 Quality Assurance Manager (Melbourne)
🏢 Compass Education
📍 Melbourne