Exciting Opportunity: Quality Analyst for Our New Contact Centre in Melbourne!

🚀 Join Us in Shaping Quality Excellence! We're launching a brand-new Contact Centre in Melbourne and looking for a dedicated Quality Analyst to implement a top-tier quality framework that supports client success and enhances team performance.

Role: Quality Analyst
Department: Operations

Key Responsibilities:

Develop and implement a robust quality monitoring framework to meet client metrics.
Collaborate with clients to understand requirements and ensure high-quality standards are upheld.
Assess sample work outputs across teams through predefined audits and evaluations.
Identify coaching needs based on evaluations and collaborate with the operations team for effective solutions.
Facilitate calibration sessions with stakeholders to ensure measurement consistency.
Monitor chats and assess opportunities to improve quality, CSAT, sales, and FCR metrics.
Provide detailed feedback on audited calls and transactions, along with documentation.
Conduct floor dip checks to measure coaching and training effectiveness.
Identify training requirements through monitoring, root cause analysis, and proactive trend management.
Prepare and maintain comprehensive reports on quality metrics, trends, and recommendations.
Collaborate with business leaders to identify gaps and implement improvement plans.
Maintain an efficient performance management system for internal QA.
Present regular updates on quality measures and improvements to management.
Work with the Training team to address identified training needs and enhance performance.
Execute strong governance plans to engage with stakeholders and clients for feedback and approval.
Share best practices with other centers for continuous improvement in quality delivery.
Personal & Professional Attributes:

Degree level education.
Strong problem-solving and investigative skills.
Self-motivated, dependable, and able to work effectively in a team.
Willingness to work US shifts/weekends and flexible to business needs.
Proficient in Excel and Microsoft Office Tools (Access, Word, PowerPoint, Visio).
Excellent oral and written communication skills.
Target-driven with a knack for sales and positioning ideas effectively.
Confident in presenting to large audiences and driving continuous improvement in customer satisfaction.
Strong understanding of quality principles and ability to manage multiple tasks simultaneously.
Results-oriented change agent with strong facilitation, negotiation, and conflict resolution skills.
Proven ability to coach and mentor others, fostering a collaborative environment.
Enthusiastic about developing others and generating innovative solutions.
Comfortable working in a fast-paced environment, willing to embrace change.
Why Join Us?
Be part of an exciting new venture and make a significant impact on our quality assurance efforts!

Ready to drive excellence? Apply now to help shape our quality standards and ensure exceptional service! 🌟