We've only just begun, but what a beginning. In a once in a generation moment, we've brought together powerful brands to create one united force. TPG Telecom has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and felix. The latest technology and brave thinking let us connect our people and communities. You could play a role in that. A big one. We invite you to bring your boldness and stand out. You are empowered. Opportunities are plenty for those ready to accept the challenge.This opportunityAs Quality Assurance Specialist, you will measure adherence to key processes and business directives, the effectiveness of process/procedure/policies and the customer experience delivered on interactions and provide coaching and training needs inputs to operations with strengths and areas of opportunity for team & individuals.Through quality, you will assist to embed and foster a culture of customer experience excellence and ensure key standards are understood and adhered to within the business.Responsibilities
- Monitoring consumer interactions in accordance with the company's guidelines to support strategic objectives of the business to enhance customer experience
- Identifying process & skill gaps and working collaboratively with other functions to resolve them
- Identify and report opportunities for improvements and provide feedback/coaching
- Meet departmental productivity requirements (eg number of interactions monitored per month
- Ensure all operational activities are in accordance with various company policies
- Assist with project-based work on an as-needed basis
- Excellent communication (verbal and written) and strong interpersonal skills
- Exceptional listening, analytical skills, logical thinking, and problem-solving capability
- Strong customer experience and continuous improvement mindset
- Excellent familiarisation with the products and services that we offer
- Ability to articulate feedback in a constructive manner and provide recommendations
- Good computer literacy in programs such as MS Word, Excel, PowerPoint and Outlook
- The ability to identify gaps impacting business & Customer experience