AddressWe’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 opportunity
As 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
Knowledge and experience
- 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
Bolder and better together!
Don’t meet every single requirement? We're ok with that. Studies have shown that women and those of underrepresented groups are less likely to apply for roles unless they meet every single criteria. At TPG Telecom we recognise that what may make you different, makes the difference!
We’re all about enabling every individual to be their authentic selves and creating a place where everybody belongs. If you are excited about this role, but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to APPLY NOW regardless. You may just be the right candidate for this or perhaps another similar role with us.
We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.
Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes.
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