Quality Analyst

nbn Australia

Reporting to the Quality Manager, working as the Quality Analyst your primary responsibilities within this role will be to conduct regular call/ ticket/ social media/ email audits according to the existing Quality Assurance Framework.

Within this role you will be required to ensure the development of positive working relationships with the Customer Service & Assurance Centre peers and management, the broader team, and other nbn stakeholders to ensure a professional outcome-improved QA and CSAT scores.

Please note, this is a 12-month contract opportunity. Although your contract will have an end date, you will enjoy the full advantages of permanent employment.

A bit about your role

Working within this newly created position you will need to have Strong analytical, problem solving and time management skills.

Main duties and responsibilities will include:

  • Build effective working relationships with nbn Stakeholders across the organisation as a key representative for our team.
  • Support our team and the Customer Service & Assurance Business Streams by sharing insights about trends identified, process improvement opportunities and training requirements.
  • Conducting regular call/ ticket/ social media/ email audits according to the existing Quality Assurance Framework.
  • Facilitating QA induction sessions and QA call calibration sessions.

A bit about you

With proven Quality Analyst experience, you will have knowledge of Contact Centre systems, QA toolsets and methodologies as well as having sound experience with Microsoft Word, Excel PowerPoint & Outlook, webchat and social media websites.

To be perfect for this position you will have highly developed oral and written communication and interpersonal skills, including strong liaison, facilitation, consultation, and presentation skills. This will also include the ability to present and influence stakeholder outcomes to obtain buy-in.

You should also be comfortable with change – nbn is a fast-moving organization with a lot of change and new challenges every day. We think it’s great but understand it’s not for everyone.

Life at nbn

At nbn you’ll be joining a team that believes there is strength in diversity and opportunity through inclusion. We’re building an inclusive and diverse workplace where different perspectives, thinking and skills are valued and people are supported to achieve their potential. We’re committed to our goal of increasing the presence of women and Aboriginal and Torres Strait Islander peoples in the business and have a focus on increasing diversity amongst our leadership teams.

Continue the conversation

If you think this role might be for you, we want to hear from you. Please apply by following the links and sending in your resume only. We do not require a cover letter or any selection criteria to be addressed.

nbn is a fast moving organisation with lots to deliver - so we may not always wait until the job ad expires before reviewing applications. As a result, you should submit your application as soon as possible!

At nbn our people and our planet matter. We have an unwavering commitment to the wellbeing and safety of our employees so that everyone goes home safely each day and can perform at their peak to deliver the nbn network. nbn also aims to build a network that minimises energy use and can be operated with minimal impact on the environment.

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