Quality Assurance Officer

We are seeking a highly motivated, details-driven professional to join our Customer Contact Centre Team.

The Department of Transport is seeking an experienced Quality Assurance Officer to ensure compliance and provide support to a team of Customer Contact Centre Consultants. The successful applicant will ensure that transactions; data and information being processed by the team and external providers comply with government and industry legislation and policies. The role is responsible for monitoring the quality output of the Customer Contact Centre, identifying knowledge gaps, provide reporting on identified trends and ensure consistency across all audit methods and practices.

As a member of the Quality Assurance Team, you will have the opportunity to utilise your analytical and report writing skills as you prepare reports that identify potential risk areas related to Driver and Vehicle Services. You will utilise your communication skills to evaluate customers’ needs on a range of Quality Assurance matters. You will also develop and present training to stakeholders on practices and processing transactions.

The attached Job Description Form (JDF) provides more information about the position. For further information we encourage you to contact Sarah King,Operations Manager Contact Centreon(08) 6376 0122.

Currently there are two (2) permanent full-time opportunity.

About you

·        Utilise highly developed interpersonal skills to effectively negotiate with a wide range of customers.

·        Make sound decisions by applying excellent analytical and problem-solving skills.

·        Work well with technology and efficiently operate a range of computer programs.

·        Demonstrate excellent written skills with the ability to prepare reports, recommendations, and correspondence.

·        Work independently and collectively as a team member.

As part of our team, you will enjoy

·        A competitive salary, and 11% employer contributed superannuation and salary sacrifice options.

·        Not just a job, but an opportunity to develop your career across other areas of transport.

·        Training to set you up for success! Training may be on the job, computer or classroom based.

·        We have a strong team culture and help each other achieve our customer service goals.

·        Bright, modern facility close to transport links with a friendly team environment.

·        Work for an innovative Government agency with limitless long-term career prospects.

·        Generous leave entitlements including 4 weeks’ annual leave and 3 public service holidays each year. In addition, long services leave accrues every 7 years.