Permanent Opportunity
Our Quality Assurance department plays a pivotal role in evaluating our customer operations calls in line with regulatory guidelines and provides QA related feedback to both department managers and agents.
The Quality Assurance Manager is responsible for providing support to the Quality Assurance team to ensure team targets are consistently achieved whilst still maintaining the highest level of quality. You will be responsible for the coaching and development of the Quality Assurance team, as well as supporting in creation of scripts, building quality assurance guidelines, tracking call centre trends, and completing internal audits.
What are we looking for?
- Strong coaching and people management skills, preferably in a call centre setting
- Proven capability to achieve results through guidance and mentoring
- Extensive experience in a Quality Assurance role/environment
- Able to communicate with stakeholders at various levels both internally and externally
- Exceptional attention to detail and high accuracy
- Well-developed written and oral communication skills
- Well-developed knowledge of Microsoft Office suite
- Able to work autonomously as well as part of a team
- Well-developed time management and organisational skills
- Comprehensive understanding of Verint
Our Promise to Our People
Benefits
We are passionate about our core values of Customer First, We Care, One Team, and Results Driven, which define how we approach our work. We recognise that our colleagues are the key to our success. That's why you can expect to be rewarded for the hard work you put in through job satisfaction, career development and the fantastic range of benefits we offer:
Fantastic employee benefits including flexi days, flexible working, annual $1200 travel/parking allowance & more.
- State of the art building facilities including a dedicated & subsidised on-site company café (weekly free lunch) & on-site gym
- Health & well-being initiatives and programs
- Opportunity to take part in in-house leadership & emotional intelligence workshops
- Quarterly award functions and a grand annual conference to recognise our people
- Retail discounts e.g. movie tickets, Zoo passes, live shows + more
- Morsl market (a fully automated self-serve, food and drink marketplace with a wide variety of meals, snacks and drinks)
Who We Are
Greenstone distributes insurance products under trusted brands in Australia, New Zealand and Canada. Some of our brands include Buddy, Australian Seniors, New Zealand Seniors, OneChoice, Real Insurance, SPCA Pet Insurance, North Cover, FiftyUp, Guardian and Choosi.
We are the leading distributor of direct Insurance products in the Australian insurance market. Since launching into the Financial Services sector in 2007, Greenstone has experienced a commanding volume of growth being recognised for our credible brands, customer focused values and people-driven work culture.
We are passionate about our core values, which contribute towards the positive culture that supports our employees, our customers and our community.
Location
Great central location in Norwest Business Park, Norwest, only a short walk from Norwest Metro station and also direct bus access from Parramatta and Blacktown.
Apply Now
If this role interests you, we would love to hear from you!
