Quality Assurance Analyst

The City of Joondalup takes pride in being a Local Government that has been internationally recognised for providing outstanding services to the local community. To continue to set the standard in WA Local Government for innovative services and programs, we are seeking highly motivated, enthusiastic employees who will be committed to making a positive contribution to the City and its community.

Quality Assurance Analyst

• Salary: $82,608 - $89,065 per annum 
• Plus up to 14.5% superannuation (conditions apply)
• Ref No: 24-015

The City is on an exciting transformational journey focusing on customer centric service delivery. Our Customer Care Team is seeking a motivated and enthusiastic individual to lead and develop the Quality Assurance program of the team.

The Quality Assurance Analyst is responsible for monitoring and reviewing quality of interactions and providing feedback to contact centre staff. Reporting to the Continuous Improvement Analyst, the primary focus of this role is to ensure continuous growth and development of skills and achievement of quality service delivery and an excellent customer experience whilst ensuring adherence to compliance requirements.

Applicants need to provide a covering letter addressing the following key criteria:

• Experience performing Quality Assurance assessments and coaching duties within a contemporary customer service, contact centre, or related environments. 
• Sound knowledge of Quality management tools, techniques and frameworks including emerging trends and techniques such as sentiment analytics. 
• Experience in a regulatory-related (compliance, audit, Quality Assurance) area and/or equivalent work experience.
• Demonstrated experience and skills in providing coaching and mentoring support in customer service environments. 
• Highly developed written and verbal communication skills including report writing and presentation skills. 

If you are interested, we would like to hear from you. Further information can be obtained by calling Stacy Miller, Senior Team Leader Customer Care on (08) 9400 4***.

To apply, please click on the "Apply" button above, and submit your resume and a covering letter addressing the above criteria. Applications close at 11.55pm on Monday, 12 February 2024.

The City of Joondalup is committed to diversity and inclusion within all organisational practices and is an equal opportunity employer. The City encourages Aboriginal and Torres Strait Islander peoples, people of culturally and linguistically diverse backgrounds, people with a disability, people of all ages, sexualities and genders to apply for this position.

All employees and prospective employees of the City of Joondalup are required to declare any secondary employment and private activities to ensure that any conflict of interests may be appropriately managed.

JAMES PEARSON

Chief Executive Officer

Canvassing of Elected Members will disqualify applicants.